customer care resume sample no experience

Customer Service Resume No Experience Sample

A customer service professional is a crucial point of contact between a company and its customers.

They are responsible for addressing customer inquiries, solving problems, and providing assistance that enhances the customer’s experience with the company.

Crafting an entry-level customer service resume without experience involves highlighting transferable skills such as communication, problem-solving, and the ability to learn quickly.

Including volunteer work, internships, or academic achievements can also demonstrate a candidate’s potential to excel in a customer service role.

Significance of a Customer Service Resume with No Experience

A well-crafted customer service resume, even without experience, is significant as it showcases a candidate’s enthusiasm and aptitude for working in a service-oriented capacity.

It also emphasizes inherent skills and characteristics that can contribute to a business’s customer service team.

In the following sample, you’ll see an example of how to leverage your strengths and any relevant activities to demonstrate your readiness to excel in a customer service role.

Whether you’re a recent graduate or transitioning from another field, this sample can help you present yourself as a valuable candidate to prospective employers.

• 123 Your Street
• Hometown, State, Zip
• Phone: (123) 456-7890
• Email: [email protected]
• LinkedIn: linkedin.com/in/janedoe

Motivated and enthusiastic individual seeking an entry-level position as a Customer Service Representative. Bringing strong communication skills, dedication to customer satisfaction, and a high level of adaptability to contribute positively to the customer service team.

Bachelor of Arts in Communication University of Hometown, Hometown, State May 2024

• Graduated with a 3.8 GPA
• Completed courses in interpersonal communication, public speaking, and conflict resolution
• Led a fundraising team for a local charity, raising over $5,000
• Communication Skills: Articulate speaker and attentive listener; adept at clearly conveying complex information and understanding customer needs.
• Problem-Solving: Ability to assess situations, identify issues, and provide prompt resolution.
• Teamwork: Collaborative team member, able to work effectively with diverse groups of people.
• Technical Skills: Proficient with MS Office Suite and familiar with CRM software.
• Adaptability: Quickly adjusts to change and new environments with a positive attitude.
• Customer Service: Passion for helping others and creating a positive customer experience.

VOLUNTEER EXPERIENCE

Volunteer Coordinator Local Community Center, Hometown, State January 2024 – Present

• Organize and coordinate volunteer activities for community events.
• Serve as a liaison between the center and community members, addressing inquiries and concerns.
• Manage trainings for new volunteers, emphasizing the importance of customer service and engagement.

Event Assistant Annual City Marathon, Hometown, State October 2023

• Assisted in organizing and setting up the event, ensuring attendees’ needs were met.
• Provided information and direction to participants and spectators.
• Helped resolve on-site attendee queries efficiently and courteously.

ACADEMIC PROJECTS

Senior Communication Capstone Project University of Hometown, Department of Communication September 2022 – May 2023

• Researched and presented a thesis on “The Impact of Customer Service on Consumer Loyalty.”
• Conducted surveys and analyzed data to understand customer expectations and satisfaction levels.

Available upon request.

ADDITIONAL INFORMATION

Languages: Fluent in English and Spanish. Certifications: Completed a customer service training workshop at MyJobSkillsOnline.

Note : You may tailor this sample resume to better fit your personal experiences and the job you are applying for. Remember to emphasize any leadership roles, projects, or coursework related to customer service.

• Customer Service Representative Resume No Experience
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• Customer Service Cover Letter No Experience: Sample, How to Write
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24 Customer Service Resume Examples - Here's What Works In 2024

Applying for a customer service role your resume is an essential part of your application. below, we’ve compiled five resume templates with the most important qualities that hiring managers are looking for in 2023. (google docs and pdfs attached)..

Have you ever been told that you have a sixth sense for other people’s emotions? Do you have superb communication skills? Do you love solving interesting problems? If you answered yes to any of these questions, you could have what it takes to work in customer service. In the modern era, the need for strong customer service employees is higher than ever. The internet is helping brands reach global audiences and users, making the 24/7, “always-on” marketplace a reality. In addition, customer’s voices are amplified across platforms in the modern era, making the success of a business depend heavily on customer satisfaction. A strong customer service team is key to building the foundation of a successful company, and recruiters are on the hunt for customer service representatives, managers, and supervisors who are adept at solving customer issues and who can represent and uphold the company’s brand. Experts project that the employment of customer service employees will grow a staggering 10% through 2024 -- faster than the average for any other field of expertise. But as the field grows, so does the amount of competition. If you want to work in customer service, it’s important to ensure that your resume will stand out from the crowd. What should a customer service resume in 2023 look like? Below, we’ll go over 5 successful customer service resume templates that you can download and use. We’ll also go over some of the most important skills that hiring managers look out for, and some other useful tips to keep in mind as you write your customer service resume.

Customer Service Resume Templates

Jump to a template:

• Customer Service Representative
• Customer Service Manager
• Customer Service Supervisor
• Entry Level Customer Service Representative
• Director of Customer Service
• Retail Customer Service Rep
• Call Center Customer Service Rep
• Customer Service Specialist
• Customer Service Agent
• Customer Service Cashier
• Customer Service Associate
• Customer Service Sales Associate
• Healthcare Customer Service Rep
• Remote Customer Service Rep
• Call Center Manager
• Call Center Representative
• Call Center Supervisor
• Call Center Agent
• Call Center CSR

Jump to a resource:

• Keywords for Customer Service Resumes

Customer Service Resume Tips

• Action Verbs to Use
• Bullet Points on Customer Service Resumes
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 24: Customer Service Representative Resume Example

If you are outgoing, patient, and a great communicator, a role as a customer service representative might be right for you. Customer service representatives are customer-facing roles who address customer concerns, issues and complaints for a company. The customer service representative is the company's first line of defense in helping customers and ensuring satisfaction. These professionals may work in-person, or in remote settings like a call center. The customer service representative may address a variety of questions and problems from customers each day, and therefore must be master communicators and skilled problem solvers. To become a customer service representative, you’ll need at minimum a high diploma, and preferably an associates degree in a related field like psychology or business adminstration. Previous customer facing experience, such as prior roles as a sales associate or support specialist will be helpful in landing this role. Soft skills are of utmost importance when it comes to what companies are looking for in potential customer service representatives. The ideal candidate will be patient, great at multitasking, and communicating.

We're just getting the template ready for you, just a second left.

Tips to help you write your Customer Service Representative resume in 2024

   showcase your ability to handle stress effectively.

A role as customer service representative can quickly become overwhelming if you don’t have great stress and crisis management tools. Customers may be emotional when they address representatives, which makes it extremely important that you show your experience with crisis de escalation, active listening, and effective problem solving on your resume.

   Highlight any successes you have had boosting customer satisfaction

Oftentimes, customer service reps are rated on a customer satisfaction score. If you’ve had roles where you were rated on a customer satisfaction survey, be sure to highlight any steps you took to improve your customer ratings. Maybe you often went above and beyond for customers, or found a new way to solve a common issue. Either way, be sure to highlight any experience you have improving customer experience.

Skills you can include on your Customer Service Representative resume

Template 2 of 24: customer service representative resume example.

When applying for a customer service role, it’s important to show the recruiter that you have the required skills and knowledge for the job. You should highlight work experience that is relevant for the role, like in the given resume, which includes three instances of past work experience in a customer service capacity. It’s okay if you don’t have over 8 years of experience in customer service -- you can also highlight your experience in your skills and in your education section.

   Strong action verbs and tangible results in customer support

The first bullet of each section has a strong action verb accompanied by a measurable outcome, i.e. “exceeded sales target by 18%”, “achieved a 100% customer approval”, and “greeted 100+ daily guests”. These bullets clearly communicate that the applicant is not only well-versed in customer service, but that they can deliver results that are beneficial to the company. You should include as many numerical examples like these as you can, since hiring managers often skim resumes for such measures of proof.

   Education and skills related to customer support fields

Customer service representatives must have high EQ, be excellent at communication, and have superb problem solving skills. They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one. Try to list out all the qualities you can think of that a good customer service representative would have and highlight them in your resume. For example, this applicant highlights a very important skill -- communication -- showing that they received an M.S. in Communications and a Minor in Public Speaking. They also highlight their skill in Customer Satisfaction. What other customer service skills can you see that they highlight?

Template 3 of 24: Customer Service Manager Resume Example

The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more. To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.

Tips to help you write your Customer Service Manager resume in 2024

   highlight your leadership skills.

As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.

   Showcase your experience improving customer service metrics

Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.

Skills you can include on your Customer Service Manager resume

Template 4 of 24: customer service manager resume example.

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Template 5 of 24: Customer Service Supervisor Resume Example

The customer service supervisor is a leadership position who oversees many facets of a customer service team. These individuals usually have extensive experience in customer-facing and/or team leadership roles. As a customer service supervisor, you will be responsible for training and mentoring customer service representatives, tracking employee performance, monitoring key metrics, solving high-level issues and complaints, and more. To become a customer service supervisor, you should have keen problem solving skills, strong leadership abilities, and be an effective multitasker. For this role, a minimum of an associate's degree is necessary, however a bachelor’s degree could help you land this role more easily. Moreover, hiring managers will be looking for candidates with 3-5 years experience in customer-facing roles, such as experience as a sales representative, customer care representative, or telephone sales representative. You must show hiring managers you understand how to effectively manage and solve customer complaints. In addition, candidates for the role should have excellent time management and leadership skills.

Tips to help you write your Customer Service Supervisor resume in 2024

   detail your ability to train and mentor others.

Since customer service supervisors are responsible for overseeing day-to-day productivity of the customer service team, it’s important that they are able to identify areas for growth and improve employee performance quickly. Any and all experience you have teaching, mentoring, or training others should be outlined on your resume.

   Highlight your experience giving constructive feedback

Customer service managers will be asked to give employees actionable feedback to improve their customer service and KPIs. For this reason, it’s important to have managerial skills such as delivering constructive feedback. Any courses you’ve taken or experiences you’ve had that relate to giving constructive feedback should be highlighted on your resume.

Skills you can include on your Customer Service Supervisor resume

Template 6 of 24: customer service supervisor resume example.

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

   Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

   Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Template 7 of 24: Entry Level Customer Service Representative Resume Example

As an Entry Level Customer Service Representative, you're the front line of a company's communication with its customers. It's a role that demands exceptional interpersonal skills and a knack for problem-solving. Recently, the ability to navigate and use customer relationship management (CRM) software has become more important as companies digitalize their processes. When crafting your resume, it's crucial to portray not just your customer service abilities, but also your adaptability in a technology-driven workspace. In this role, patience and empathy are also key. The pandemic has put customer service reps under increasing pressure as businesses pivot to meet changing consumer needs. Your resume should tell a story of resilience, adaptability, and unflappable customer service even when faced with challenging situations.

Tips to help you write your Entry Level Customer Service Representative resume in 2024

   emphasize crm software proficiency.

In your 'Skills' section, be sure to include any experience with CRM software. Today, companies expect their customer service reps to efficiently manage customer data, making this skill a high-priority.

   Showcase Adaptability through Specific Examples

Under your 'Experience' section, cite specific instances where you adapted to sudden changes or challenges. It shows your resilience and ability to remain composed under unexpected circumstances which are essential in a customer service role.

Skills you can include on your Entry Level Customer Service Representative resume

Template 8 of 24: entry level customer service representative resume example.

If you’re still taking classes as a student, or even if you just graduated, the recruiting world can be an intimidating place -- especially if you don’t have much work experience. Don’t worry! You can use this template to show recruiters that you have relevant experience in internships or clubs, and that you’re fully capable and skilled for the role.

   Put your education at the top for entry-level roles

You may notice that this resume template is quite different from the other templates in organization, with the education section found at the top. This is intentional, and quite common in many successful entry-level resumes. Since most students don’t have a wealth of experiences in the workplace, recruiters will look at your education section to understand your interests and your experience. Make sure to include your GPA and any honors you may have, along with relevant coursework that may be applicable to the role. You can also include any relevant certifications to show that you are someone who takes initiative to learn.

   Relevant experience, skills, and projects highlighting transferrable customer support skills

Even though it’s okay to not have experience in customer satisfaction specifically, it’s important to include as many areas where you have engaged in similar capacities. Create detailed bullet points of any internships you might have had, and include responsibilities and achievements that are directly applicable to a customer service role. You can do the same with your experiences in volunteering or with university projects. For example, this applicant calls out that they did an analysis to “understand customer sentiment and purchasing trends”.

Template 9 of 24: Director of Customer Service Resume Example

The director of customer service is a senior-level role. This person oversees an organization's customer service program, policies, and procedures They may develop customer service KPIs and metrics, assist in developing budgets, interpret customer service data and reports, and more. All in all, this role is responsible for ensuring all aspects of a company’s customer service department are running smoothly. Given that this is a senior-level role, considerable customer service knowledge and experience is critical. Hiring managers will be looking for a candidate with a minimum of a bachelor’s degree in business adminstration or management. Moreover, ideal candidates for this role will have 5+ years of experience in customer service. Companies will look for a candidate with previous experience in roles such as sales manager, supervisor, or customer care executive. Strong candidates for this role will have a deep understanding of customer service metrics, budgeting, and project management.

Tips to help you write your Director of Customer Service resume in 2024

   highlight your project management knowledge and skills.

As a director of customer service, you will need to execute on many projects and tasks. It’s important to understand how to effectively work through projects and delegate tasks as appropriate. For this reason, you should show off any project management experience on your resume. It’s wise to get certified in Six Sigma Green Belt, or another popular project management framework.

   Showcase your success cross-collaborating interdepartmentally

The director of customer service will need to collaborate internally with the sales, marketing, and finance teams to complete projects and meet goals. Therefore, it’s important to detail instances where you have successfully collaborated with other departments to execute a project or meet a new goal.

Skills you can include on your Director of Customer Service resume

Template 10 of 24: director of customer service resume example.

The Director of Customer Service is a highly ranked position in the customer service team, and commands a large scope of responsibility for the organization’s implementation of customer service initiatives and execution of strategic imperatives. Accordingly, this position requires excellent business judgment, fantastic management skills, and strong decision-making abilities. It is essential to showcase evidence that you have such expertise by including detailed descriptions of your experience in customer service related positions, as well as evidence of your technical skills, specifically those needed to facilitate operational management.

   Strong work experience section, with evidence of management-level customer support experience

A detailed history of work experience in customer service is one of the most important parts of your resume when applying for a Director level role. Notice that the applicant uses strong action verbs as well as quantitative accomplishments throughout the bullet points under each role. Recruiters must be able to quickly skim your resume and obtain a picture of someone who has the expertise required for providing the strategic direction and knowhow to deliver high quality customer service and execute on standard policies and procedures.

   Technical skills, to help you get past Applicant Tracking Systems

As a Director of Customer Service, simply including your experience in working with customers might not showcase the necessary skills you need to qualify for the job. That’s why it’s important to emphasize your technical abilities with specific platforms such as Zendesk / HelpScout or Salesforce, or even with customer relationship management (CRM) systems. This also helps you get past ATS, or resume screeners, which may auto-reject your resume if you don't have the right skills on your resume.

Template 11 of 24: Retail Customer Service Rep Resume Example

This is an almost entirely customer-facing position. You will be the face of the company to the customer and will be on hand to lend a friendly face and to answer any questions they may have. You may also be tasked with dealing with customer complaints and offering solutions, as well as any cashier tasks, or sales tasks that may be assigned. This job requires a positive attitude, problem-solving skills, and excellent communication, among other soft skills. While no higher education is required, it would look good on your resume to have a degree. More importantly, however, is your experience. Recruiters want to see that you have had experience in customer-facing positions; preferably in the industry you are applying to. Take a look at this successful resume sample.

Tips to help you write your Retail Customer Service Rep resume in 2024

   gain certification to give you an edge..

Go the extra mile and gain customer service certification. It will show recruiters your commitment to the profession and will also show the knowledge and ability you bring with you. This applicant has three impressive certifications.

   Use your skills list to show task capabilities.

Show recruiters the functions of your job that you can do by using your skills list. Show them that you can handle customer service, sales, cashiering, etc. This applicant has done this very successfully.

Skills you can include on your Retail Customer Service Rep resume

Template 12 of 24: call center customer service rep resume example.

In this position, you will be helping customers with any queries or problems they may have related to the company. The only difference between you and other customer service reps is you will be working over the phone and in a call center. To succeed you must have excellent communication and problem-solving skills. The ability to remain polite and helpful in stressful situations is also key. The big benefit to this position is you do not have to be in the same physical location as the store or company. Many call centers for American companies are located in other countries. Here is a recruiter-approved resume sample for this position.

Tips to help you write your Call Center Customer Service Rep resume in 2024

   list all languages that you speak..

Having an extra language when working in a call center position is highly beneficial and desired. So list all languages that you can communicate with over the phone. Make sure to include your level of proficiency for each.

   Include your customer satisfaction rates.

An easy way to make your resume shine is to include actual figures that show recruiters how successful you have been in previous positions. So include your customer satisfaction rate or rate of resolving customer problems.

Skills you can include on your Call Center Customer Service Rep resume

Template 13 of 24: customer service specialist resume example.

A customer service specialist is in charge of handling any customer queries and resolving any issues they may face in a timely manner. This may be in person, over the phone, or via email. To succeed you must be an excellent communicator and problem solver. Recruiters will be looking to see customer service experience. While a degree is not always necessary, any related degree or certification will greatly benefit your application and resume.

Tips to help you write your Customer Service Specialist resume in 2024

   include all industry-standard tools in your skills section..

You need to show that you are experienced in using basic customer service tools. So make sure your tools list reflects this. Go a step further by finding out the tools of your company of choice and ensure you include those in your resume when applying to that company.

   Work on getting customer service certification.

Get a leg up on the competition by getting customer service certification. It will show your dedication to the profession and also indicate a strong skill set to recruiters.

Skills you can include on your Customer Service Specialist resume

Template 14 of 24: customer service agent resume example.

A customer service agent assists a company’s customers, addresses concerns, and answers questions. This is a customer-facing position so you need to be approachable, friendly, polite, and helpful. Recruiters would prefer to see a resume showing customer service experience in their industry. Any extra steps you have taken to gain certification or even a degree in customer service or a related field would also be a huge positive.

Tips to help you write your Customer Service Agent resume in 2024

   include any other customer-facing experience..

If you have experience in sales or any other customer-facing job, feel free to include it if your experience section is looking scarce. There are very many relevant transferable skills you will gain from these positions which would help you succeed as a customer service agent.

   Quantify your workload capabilities.

Impress recruiters by including figures of how many customer complaints you resolved in previous positions. Include any other impressive figures related to customer service tasks.

Skills you can include on your Customer Service Agent resume

Template 15 of 24: customer service cashier resume example.

A customer service cashier is responsible for processing payments of customers when they want to buy a company’s products. Your tasks may include scanning goods, confirming prices, processing cash or card payments, keeping the cashier area organized, bagging or wrapping goods, etc. Like other customer service staff, you need to have excellent communication and a polite and helpful demeanor. In addition, you will need to be good with numbers and be experienced in using payment technology. Recruiters would prefer to see applicants with retail cashier experience.

Tips to help you write your Customer Service Cashier resume in 2024

   keep your cashier tools section updated..

Technology is always advancing. As new and more efficient cashier tools are developed, ensure you learn to use them and update your resume to include them.

   Highlight any financial experience.

A degree in accounting or a similar field is extremely useful for this position. Any financial certifications would equally be beneficial. So ensure you list any related certifications. If you have none, consider gaining some to stand out from the crowd.

Skills you can include on your Customer Service Cashier resume

Template 16 of 24: customer service associate resume example.

A customer service associate ensures that a customer’s experience is as smooth and enjoyable as possible. You will need to be friendly and helpful. Your tasks will include handling any customer queries or problems and providing solutions to any issues they may have. You will also be in charge of keeping a good record of customer interactions and relaying any customer issues to your superiors. Soft skills you must possess include excellent communication, excellent problem-solving skills, and an inviting and calm demeanor. Take a look at this successful customer service associate's resume.

Tips to help you write your Customer Service Associate resume in 2024

   list your capabilities in the skills section..

Make your capabilities as easy to recognize as possible by listing the customer service tasks you can do in your skills section as this applicant has done.

   Include any customer-facing experience.

Customer-facing positions have a lot of overlap in terms of skills and tasks, so adding them to your resume will be useful. This applicant has included their cashier experience.

Skills you can include on your Customer Service Associate resume

Template 17 of 24: customer service sales associate resume example.

This is an entry-level position where you will be tasked with assisting customers at any point of their sales journey while in your store. You may be responsible for greeting customers as they arrive, answering any questions about products, assisting them in finding the right products, facilitating the payment process, and even handling refunds if necessary. This position requires excellent interpersonal skills, communication skills, and self-motivation, among others. Take a look at this resume sample.

Tips to help you write your Customer Service Sales Associate resume in 2024

   ensure your tools reflect the entire sales cycle..

Show recruiters that you are experienced with all industry-standard sales tools from cashier tools to scanning tools, to relevant customer CRMs. Go an extra step and find out what tools the company of your choice uses and make sure to include those in your resume.

   Show your background in finance-related tasks.

Doing cashier tasks is a fundamental part of the job. Because of that, recruiters will want to see that you are good with money and accounting. If you have any qualifications or previous experience in those fields, be sure to include them.

Skills you can include on your Customer Service Sales Associate resume

Template 18 of 24: healthcare customer service rep resume example.

Professionals in this position will assist customers, where necessary, in a clinical setting. Your tasks may include handling patient intake, patients’ files, booking appointments, and any queries or concerns customers may have. Having an educational background in the medical field would be a huge plus, as would having experience working in the medical field. You also need to be someone who is experienced in handling sensitive information, and who has a friendly disposition.

Tips to help you write your Healthcare Customer Service Rep resume in 2024

   use healthcare keywords..

Show recruiters you are experienced in the field. and improve your chances of passing through any ATS resume filters by using healthcare keywords. Useful keywords may include HIPAA, insurance, healthcare, EPIC, etc.

   Get certified in the healthcare field.

Go the extra step to get certified in one or more of the core functions of your job. This applicant is a certified healthcare customer service representative and certified medical coder.

Skills you can include on your Healthcare Customer Service Rep resume

Template 19 of 24: remote customer service rep resume example.

As the name suggests, this professional performs their customer service duties remotely via email or over the phone. Their duties may include responding to customer complaints or queries, building relationships with customers, notifying customers of promotions or discounts, etc. Your written and verbal skills need to be excellent to succeed in this role. Staying self-motivated and highly productive are also keys to success.

Tips to help you write your Remote Customer Service Rep resume in 2024

   include metrics of your workload capabilities..

Show recruiters how efficient and productive you are by including metrics such as how many emails you answered in a given period or how many calls you handled.

   Include your software and hardware tools.

If you work from home, include all the hardware you will be using in your tools section. A fast computer, a good pair of headphones, and a fast internet connection are some of the tools you will most probably need.

Skills you can include on your Remote Customer Service Rep resume

Template 20 of 24: call center manager resume example.

As a Call Center Manager, your role is essentially the backbone of a company's customer service operations, and your resume needs to reflect that. You're managing a team of agents, providing training, facilitating communications, and ensuring a high level of customer service. The industry is becoming more digitally focused, utilizing real-time data and advanced software to manage customer interactions. Your resume should convey your technological aptitude, and your understanding of customer service trends. When writing your resume, consider the performance metrics and targets that call centers focus on. Businesses are increasingly valuing managers who can demonstrate their impact through tangible achievements and metrics. Optimization and efficiency are the name of the game, so evidence of your ability to improve these areas is key.

Tips to help you write your Call Center Manager resume in 2024

   show proficiency in modern call center software.

The call center industry is heavily reliant on technology, and companies often require managers to be proficient in specific software. On your resume, list the call center platforms you're familiar with. This could include CRM software, call routing technologies, or analytic tools.

   Quantify your achievements in team management and customer service

Call center managers are expected to lead their team to meet specific goals and targets. These could be related to customer satisfaction, call handling times, or team productivity. Where you can, incorporate quantifiable achievements on your resume. For example, "Improved average call handling time by 15%".

Skills you can include on your Call Center Manager resume

Template 21 of 24: call center representative resume example.

As a hiring manager, I've come across a good number of resumes for Call Center Representatives. What strikes me about this role is the level of multitasking and customer service skills required. You're dealing with customer inquiries, complaints, and sometimes even emergencies, all while navigating various systems to log calls and find information. Recently, there's been a trend towards remote roles, which means you'll likely need to demonstrate your ability to work independently and manage your time effectively. When writing your resume, it's key to showcase these abilities, along with any experience you have in handling difficult situations or complex systems in a high-pressure environment.

Tips to help you write your Call Center Representative resume in 2024

   show your interpersonal skills.

As a Call Center Representative, you're the first point of contact for customers. It's your job to make them feel heard and understood. So, on your resume, you should give examples of your ability to empathize with customers and communicate clearly.

   Prove your tech proficiency

Even though you're in a people-oriented role, tech plays a huge part in your day-to-day tasks. You'll need to log calls, find customer information and possibly troubleshoot technical issues. So make sure to list any relevant tech skills or software familiarity you have on your resume.

Skills you can include on your Call Center Representative resume

Template 22 of 24: call center supervisor resume example.

As a Call Center Supervisor, your role is infused with a mix of administrative, leadership, and customer service elements. Your resume should reflect these unique aspects. Specifically, it must demonstrate your skills in managing employees, ensuring high-performance levels, and handling customer escalations. Recently, companies are leaning towards supervisors with a strong grasp of digital platforms and analytics as call centers move towards omnichannel customer service. So, stay ahead by showcasing your digital skills and familiarity with various call center software. Moreover, hiring managers are now seeking candidates who can work remotely without compromising team productivity. In your resume, you may want to present any experiences where you've successfully managed remote teams or worked in virtual call centers, to cater to this growing trend.

Tips to help you write your Call Center Supervisor resume in 2024

   show your people management skills.

As a Call Center Supervisor, you're in charge of a team. So, it's crucial to show your ability to lead and manage people effectively. Mention any strategies you've used to boost team morale, decrease staff turnover, or increase agent productivity.

   Highlight your proficiency in Call Center software

Call center operations heavily rely on software. Your resume should demonstrate your proficiency in using call center software, be it CRM systems, auto-dialers or analytics programs. Any experience in implementing or refining these tools can be a significant asset.

Skills you can include on your Call Center Supervisor resume

Template 23 of 24: call center agent resume example.

As a Call Center Agent, you're at the heart of customer interaction. You're the voice and ears of the company, providing solutions and offering assistance. Crafting a resume for this role requires a knack for showcasing your communication skills and empathy. Also, as remote operations become more commonplace due to recent trends, it's equally important to highlight experience or comfort with digital tools and remote work environments. Secondly, call centers are evolving into contact centers, with omnichannel interactions (calls, online chats, emails, etc.) becoming the norm, so versatility is key. When writing your resume, it's crucial to show rather than tell. Don't just claim you're patient or agile — provide concrete examples of when you've used these skills. Remember, quality of customer service pulls more weight in call center roles than a high volume of calls handled.

Tips to help you write your Call Center Agent resume in 2024

   show proficiency in using digital tools.

When listing your skills, show you're no stranger to digital tools. Mention specific software or platforms you've used in past roles, especially remote communication and collaboration tools. This shows you're ready to handle remote and on-site work.

   Demonstrate versatility in customer interactions

Instead of focusing solely on call handling, showcase experiences with different forms of customer interactions. Have you handled customer queries through live chats or emails? Have you dealt with difficult customers? Provide examples. These instances show you're adaptable and ready for the modern contact center world.

Skills you can include on your Call Center Agent resume

Template 24 of 24: call center csr resume example.

Working as a Call Center Customer Service Representative (CSR) isn't just about answering calls. It's about problem-solving on the fly, maintaining a positive attitude, and communicating effectively. A call center CSR resume needs to reflect that, but also keep up with the industry's shift towards multichannel support - handling emails, social media, and live chats. When crafting your resume, understand that it's not just about listing your previous roles, but showcasing your ability to handle an ever-evolving, fast-paced, customer-focused role.

Tips to help you write your Call Center CSR resume in 2024

   demonstrate your multi-channel proficiency.

In this digital age, call centers aren't just about making and receiving calls. You need to showcase your ability to handle emails, social media, and live chats. Include any previous experience and skills you have in these areas.

   Show your problem-solving skills

As a CSR, you need to be able to think on your feet. Use your resume to tell stories about how you've solved customers' problems efficiently and effectively. Quantifiable achievements here can really make you stand out.

Skills you can include on your Call Center CSR resume

We spoke with hiring managers from top customer service companies like Zappos, American Express, and Nordstrom to bring you the most effective tips for your customer service resume. These tips will help you showcase your skills and experience in a way that stands out to potential employers.

   Highlight your communication skills

Strong communication skills are essential for customer service roles. Make sure to emphasize your ability to communicate effectively with customers, both verbally and in writing.

• Demonstrated excellent verbal and written communication skills, consistently receiving positive feedback from customers and supervisors
• Skilled in active listening, empathy, and conflict resolution to effectively address customer concerns and provide solutions

Avoid vague statements that don't provide specific examples of your communication abilities:

• Good communication skills
• Able to talk to customers

   Showcase your problem-solving abilities

Employers value customer service representatives who can think on their feet and find creative solutions to customer issues. Highlight specific examples of how you've successfully resolved customer problems in the past.

• Resolved a complex billing issue for a long-time customer, resulting in a renewed contract and increased customer loyalty
• Developed a streamlined process for handling product returns, reducing customer wait times by 30%

Don't simply state that you have problem-solving skills without providing evidence:

• Problem solver
• Able to handle customer complaints

   Include metrics to quantify your achievements

Use numbers and percentages to demonstrate the impact of your work. This helps employers understand the scope of your responsibilities and the value you brought to your previous roles.

• Maintained a 95% customer satisfaction rating based on post-call surveys
• Handled an average of 50 customer calls per day, consistently meeting or exceeding team targets

Avoid using vague or unquantifiable statements:

• Helped many customers
• Improved customer satisfaction

   Tailor your resume to the specific job

Customize your resume to match the requirements of each customer service position you apply for. Use the job description as a guide to highlight the most relevant skills and experiences.

Customer Service Representative with 5+ years of experience in fast-paced call center environments. Skilled in handling high volume of customer inquiries, resolving complex issues, and maintaining a positive attitude under pressure. Proficient in Zendesk and Salesforce CRM software.

Generic summaries that could apply to any customer service job are less effective:

Customer Service Representative with experience in handling customer calls and emails. Good communication skills and ability to work in a team.

   Emphasize your technical skills

Many customer service roles require proficiency in specific software or tools. Make sure to list any relevant technical skills you possess, such as:

• Proficient in Zendesk, Salesforce, and Microsoft Office Suite
• Experienced in using live chat and social media platforms to provide customer support

Don't include outdated or irrelevant technical skills:

• Proficient in Windows 95
• Familiar with fax machines

   Highlight your industry-specific knowledge

If you have experience or knowledge related to the industry you're applying to, make sure to emphasize this in your resume. This can help you stand out from other candidates.

• Extensive knowledge of telecommunications products and services, allowing for quick and accurate resolution of customer inquiries
• In-depth understanding of e-commerce best practices and trends, enabling proactive customer support and upselling opportunities

Avoid generic statements that don't demonstrate industry-specific expertise:

• Knowledge of products and services
• Familiar with industry trends

Many recruiters skim through your resume -- some might spend less than a minute reviewing your application. That’s why it’s so important to craft a resume that highlights your strengths well, and that helps you stand out as a strong candidate. How do you craft such a resume? Below, we’ve gathered the top tips for creating a customer service resume that will help your application shine:

  Tailor your customer service resume with industry-specific keywords

Customer service employees may work in a variety of different industries -- nearly every type of company needs to regularly interface with customers and support their needs. When applying to work on a customer service team, it’s important to tailor your resume to the specific industry that you are applying for -- whether that’s tech, consumer goods, ecommerce, or something else. For example, if the job that you’re applying for is a fast-paced tech startup, you might include such phrases as “driving conversion rates”, “eliminating customer friction points”, or “ensuring agile and scalable operations.” Every industry has their own special jargon. If you’re stuck or not sure what phrases to use, you can find these sorts of keywords by looking through multiple job listings for customer service roles at similar companies and note any words or phrases that seem to get repeated. Using these industry-specific keywords shows your hiring manager that you’ve done your homework and are serious about the role.

   Structure strong bullet points using Action Verb + Task + Metric

Staring at a blank line in your resume can be frustrating. We’ve provided a simple framework for you to follow as you craft your bullet points for your customer service resume. Hiring managers want to quickly see the impact of your contributions, and this formula will help you do exactly that, instead of filling your resume with fluff. Here’s what it looks like:

  Use your skills section wisely

Use your skill section to highlight your expertise in customer service. What skills should you emphasize? Customer service employees need to know how to de-escalate tense customer situations, improve operations and efficiencies, and organize your team and their workflow. You must be strong in the “3 Ps of Customer Service Management”: professional, patient, and “people-first” attitude.

Writing Your Customer Service Resume: Section By Section

  header, 1. put your name on the first line.

Your name should be the most prominent element in your header, as it's the primary identifier on your resume. Make sure it stands out by using a larger font size than the rest of your contact details.

Here's an example of how to format your name in your header:

Avoid adding labels or titles next to your name that could distract from it, like this:

• Name: John Doe
• Customer Service Representative John Doe

2. Include essential contact details

After your name, list your key contact details so hiring managers can easily get in touch with you. Essential details to include are:

• Phone number
• Professional email address
• Location (City, State)

You can list these details on one line, separated by dividers. For example:

John Doe 555-123-4567 | [email protected] | New York, NY

Avoid providing too many details that clutter your header and distract from the essentials. For instance, there's no need to include:

• Multiple phone numbers
• Full mailing address with zip code
• Unprofessional email handles (e.g. [email protected] )

3. Showcase your customer service job title

If you have room in your header, consider adding your current or most recent job title related to customer service. This helps quickly convey your professional identity to hiring managers.

For example:

• John Doe, Customer Success Manager
• John Doe Customer Support Specialist

However, avoid listing multiple job titles or stuffing your header with keywords, as that can appear cluttered and spammy. Stick to one clear job title most relevant to the position you're applying for.

  Summary

A resume summary is an optional section that goes at the top of your resume, just below your contact information. It's a short paragraph, usually 3-5 sentences long, that highlights your most relevant skills, experiences, and achievements. While a summary is not required, it can be a valuable addition to your resume if you're changing careers, have a lot of experience, or want to provide additional context that's not already in your resume.

However, you should never use an objective statement instead of a summary. Objective statements are outdated and focus on what you want from an employer, rather than what you can offer them. A well-written summary, on the other hand, can grab the attention of a hiring manager and convince them to keep reading your resume.

To learn how to write an effective resume summary for your Customer Service resume, or figure out if you need one, please read Customer Service Resume Summary Examples , or Customer Service Resume Objective Examples .

1. Tailor your summary to the customer service role

When writing your summary for a customer service position, it's essential to highlight your relevant skills and experiences. Focus on customer service-specific skills such as communication, problem-solving, and conflict resolution. Mention any experience you have working with customers, whether it's in a retail setting, call center, or other customer-facing role.

For example, instead of a generic summary like this:

Experienced professional with a proven track record of success. Strong communication and organizational skills. Seeking a challenging position with opportunities for growth.

Try a tailored summary like this:

Customer service professional with 5+ years of experience in retail and call center environments. Skilled in resolving complex customer issues, improving customer satisfaction rates, and training new team members. Seeking to leverage my communication and problem-solving skills in a customer service manager role.

2. Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements in your summary. This helps provide concrete evidence of your skills and experience, and makes your summary more impactful. For example:

• Resolved an average of 50+ customer inquiries per day while maintaining a 95% customer satisfaction rate
• Improved first call resolution rate by 15% through effective troubleshooting and communication
• Trained and mentored 10+ new customer service representatives

Avoid using vague or subjective phrases like "excellent customer service skills" or "strong communicator." Instead, let your quantified achievements speak for themselves.

  Experience

Your work experience section is the most important part of your customer service resume. It's where you'll showcase your relevant experience, key accomplishments, and the value you'll bring to the role.

Let's break down the essential components of a strong work experience section for customer service professionals:

1. Highlight your customer service skills

Throughout your work experience, emphasize the customer service skills you've developed and utilized, such as:

• Active listening
• Problem-solving
• Communication

Demonstrated active listening and empathy to fully understand customer needs, resulting in a 95% customer satisfaction rating.

Avoid simply listing responsibilities without highlighting the skills behind them. Instead of:

• Answered customer questions
• Utilized strong communication skills to clearly and patiently answer customer inquiries, leading to a 10% reduction in escalated issues.

Use our Targeted Resume tool to ensure you're highlighting the right customer service skills for each job you apply to.

2. Quantify your impact with metrics

Whenever possible, use hard numbers to demonstrate the impact of your work. Metrics help employers understand the scope of your experience and the value you've provided. Consider including:

• Customer satisfaction scores
• Average call handling time
• Number of customers assisted daily
• Percentage of issues resolved independently

Maintained a 98% customer satisfaction rating while handling an average of 50+ calls per day and resolving 90% of issues without escalation.

If you don't have access to exact metrics, estimates are better than no numbers at all. For example:

• Assisted an estimated 200+ customers per week via phone, email, and live chat.

When describing your achievements, start with the result or impact, then explain how you achieved it. This format makes your accomplishments stand out more.

3. Showcase your career progression

Highlight any promotions, increased responsibilities, or special projects you've taken on. This demonstrates your ability to grow and take on new challenges. For example:

Promoted to Senior Customer Service Representative after one year, taking on additional responsibilities such as training new hires and handling escalated customer issues.

If you don't have a formal promotion, you can still showcase growth:

• Selected to mentor new team members based on strong performance and leadership skills.
• Collaborated with cross-functional teams on a special project to improve the customer onboarding process, resulting in a 15% increase in customer retention.

Use our Score My Resume tool to get instant feedback on your resume's ability to showcase career progression and other key factors employers look for.

4. Tailor your experience to the job

While it's essential to showcase your overall customer service experience, it's even more impactful to highlight experience that's directly relevant to the specific role you're applying for. Review the job description and consider:

• Which of your experiences are most similar to the responsibilities of this role?
• Have you worked in a similar industry or with a similar product/service?
• Do you have experience with any tools or technologies mentioned in the job description?

For example, if the job emphasizes experience with a specific CRM system, you might say:

• Utilized Zendesk CRM to efficiently manage and track customer interactions, ensuring timely and personalized support.

Avoid focusing on experience that isn't relevant to the role. Instead, prioritize the experiences that best match what the employer is looking for.

If you're having trouble identifying which experiences to highlight, try copying and pasting the job description into a word cloud generator. The most frequently used words will likely be the most important to the employer.

  Education

The education section of your customer service resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the job you're applying for and showcase the skills and knowledge that make you a strong candidate.

1. Put education at the top if you're a recent grad

If you've recently graduated or have limited work experience, place your education section at the top of your resume. This will draw attention to your academic achievements and relevant coursework.

Bachelor of Arts in Communication University of California, Los Angeles Graduated: May 2022 Relevant Coursework: Customer Service Strategies, Business Communication, Conflict Resolution

2. List relevant coursework and projects

If you're a recent graduate or have completed courses directly related to customer service, consider listing them under your degree. This can demonstrate your knowledge and skills to potential employers.

Examples of relevant coursework and projects:

• Customer Service Strategies
• Business Communication
• Conflict Resolution
• Capstone Project: Developed and implemented a customer satisfaction survey for a local business

3. Keep it brief for senior-level positions

If you have extensive work experience in customer service, your education section should be brief. Include your degree, university, and graduation year (optional).

Here's an example of what to avoid:

Master of Business Administration University of Texas at Austin Graduated: May 1998 Relevant Coursework: Marketing, Finance, Organizational Behavior GPA: 3.8

Instead, keep it concise:

Master of Business Administration, University of Texas at Austin

Action Verbs For Customer Service Resumes

Use this list of common customer service action verbs to effectively describe your achievements throughout your work experience. Your customer service resume should emphasize the impact of your accomplishments and contributions with strong action verbs. Try to be creative and use a new action verb for each bullet point. To pack an even more powerful punch, combine your verb with quantifiable results to show tangible proof of your work.

• Communicated
• Interviewed
• Transformed

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Customer Service Resumes

Skills for customer service resumes.

When you find the Customer Service positions that you want to apply for, always make sure to read the job description carefully from beginning to end. Hiring managers are often overwhelmed with hundreds of applications, and want to ensure that the candidates they select are serious about the position. Instead of simply dropping a generalist resume, make sure to do your due diligence -- and show that you’ve done it! How can you show that you’re done your homework on the role? Go through the job description -- you can even copy and paste it into another document and highlight the specific skills they mention. Then, make sure to include those in your work experience and note them in your resume’s Skills section. You should also try to tailor your bullet points in your Work Experience section to cater to those skill sets where you can (e.g. Enhanced customer satisfaction by 80% using [Skill name]) Generally, hiring managers who are looking to fill customer service roles are on the hunt for candidates who demonstrate excellent communication skills, a demonstrated track record of ensuring customer satisfaction, and -- if you’re applying for a role that leads a team -- strong leadership abilities such as strategy development and decision-making.

• Customer Support
• Technical Support
• Troubleshooting
• Salesforce.com
• Contact Centers
• Customer Experience
• Customer Service
• Account Management
• Customer Relationship Management (CRM)
• Social Media
• SME management
• Microsoft Access
• Telecommunications

How To Write Your Skills Section On a Customer Service Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Customer Service Resumes

This word cloud highlights the important keywords that appear on Customer Service job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Resume bullet points from customer service resumes.

You should use bullet points to describe your achievements in your Customer Service resume. Here are sample bullet points to help you get started:

Identified steps to decrease rates of returns and frauds, resulting in $75k in cost savings.

Provided excellent customer service, effectively reducing customer complaints from 65% to 23% within the first 8 months.

Acted as key contact for issue resolution and customer advocacy, reducing issues and complaints by over 45% .

Collaborated with 10 department managers and peers to develop and implement policies and procedures that increased internal efficiency by 20%.

Created customer satisfaction survey utilizing MS Project increasing customer retention by 12% and onboarding 3 new customers.

For more sample bullet points and details on how to write effective bullet points, see our articles on resume bullet points , how to quantify your resume and resume accomplishments .

Other Administrative Resumes

Cloud developer.

Relationship Manager

Service Technician

Customer Service Resume Guide

• Virtual Assistant Resume Guide
• Administrative Assistant Resume Guide
• Executive Assistant Resume Guide
• Office Manager Resume Guide
• Research Assistant Resume Guide
• Customer Success Resume Guide
• Back Office Resume Guide
• Inventory Manager Resume Guide
• Desktop Support Resume Guide
• Loan Processor Resume Guide
• Warehouse Manager Resume Guide
• Fundraising Resume Guide
• Service Desk Resume Guide
• Help Desk Resume Guide
• Administrative Coordinator Resume Guide
• Administration Resume Guide
• Scheduling Resume Guide
• Gig Economy Resume Guide
• Project Administrator Resume Guide
• Facilities Resume Guide
• Revenue Cycle Resume Guide
• Customer Service Representative Resume Example
• Customer Service Manager Resume Example
• Customer Service Supervisor Resume Example
• Entry Level Customer Service Representative Resume Example
• Director of Customer Service Resume Example
• Retail Customer Service Rep Resume Example
• Call Center Customer Service Rep Resume Example
• Customer Service Specialist Resume Example
• Customer Service Agent Resume Example
• Customer Service Cashier Resume Example
• Customer Service Associate Resume Example
• Customer Service Sales Associate Resume Example
• Healthcare Customer Service Rep Resume Example
• Remote Customer Service Rep Resume Example
• Call Center Manager Resume Example
• Call Center Representative Resume Example
• Call Center Supervisor Resume Example
• Call Center Agent Resume Example
• Call Center CSR Resume Example
• Tips for Customer Service Resumes
• Skills and Keywords to Add
• Sample Bullet Points from Top Resumes
• All Resume Examples
• Customer Service CV Examples
• Customer Service Cover Letter
• Customer Service Interview Guide
• Explore Alternative and Similar Careers

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3 Entry-Level Customer Service Resume Examples

Entry-Level Customer Service

Best for senior and mid-level candidates

There’s plenty of room in our elegant resume template to add your professional experience while impressing recruiters with a sleek design.

Resume Builder

Like this template? Customize this resume and make it your own with the help of our Al-powered suggestions, accent colors, and modern fonts.

Entry-Level Customer Service Resume

Elegant entry-level customer service resume, clean entry-level customer service resume.

• Entry-Level Customer Service Resume Writing 101

Customer service representatives have a big pair of shoes to fill. They’re often the face of the company since they need to deal with frustrated or angry customers and find a satisfactory solution. Not the easiest job!

If you don’t have a lot of experience, you might feel lost when applying for a customer service representative job. Fortunately, we’ve helped thousands of associates get their foot in the door and land an entry-level position with our resume and cover letter maker .

In this guide, we’ll give you resume tips and show you three entry-level customer service associate resume examples and provide all the inside info you need to start getting interviews in no time.

or download as PDF

Why this resume works

• Regardless of what role it may be, as long as you directly served customers, add it. Check out how the example above includes a sales position while emphasizing how the candidate maintained a high customer satisfaction rate.

Related resume examples

• Retail customer service
• Customer success manager
• Bilingual customer support
• Custom service consultant
• Customer service

The Most Important Part: Your Skills & Work Experience

When a recruiter or interviewer is looking through customer service applications, they want to see what kind of skills you have that make you stand out. Even if you might be early in your career, drawing on your personal experience is important to showcase that you have the moxie for the job!

The focus for an entry-level position in customer service will rely more heavily on soft skills (like problem-solving), but that doesn’t mean you should skimp on hard skills .

Do you have great computer literacy skills (Excel, Google Sheets)? Were you into data analysis in college? Did you take any relevant courses in school? If you see any of those skills in the job description , include them!

9 Most Popular Entry-Level Customer Service Skills

• Microsoft Office
• Google Suite
• Cold Calling
• De-escalation
• Data Entry/Analysis
• CRM Systems
• Speed Typing
• Bilingualism

Sample Entry-Level Customer Service Work Experience Bullet Points

So you’ve got the skills out of the way. Now comes another part that could feel a little tricky: experience. But it doesn’t have to be!

It’s an entry-level position, so your potential employer isn’t expecting you to have a lot of experience. If you’ve worked previous customer service jobs, include those for sure.

Otherwise, focus on any projects, internships, clubs, or (extracurricular) courses you’ve taken. Remember, a customer service job is about problem-solving and people skills , something you’ve probably already done in one form or another!

When possible, try to focus on the impact you’ve made. Don’t just list what you did (like greeting customers), but focus on what benefits/pain points you solved (like helping customers check in quickly.)

• Utilized an empathetic and compassionate customer service approach, achieving a 97.5% customer satisfaction rating
• Set, achieved, and followed up on ambitious weekly quotas, exceeding them by 8% on average
• Memorized product offerings and benefits, effectively communicating the information to customers and contributing to a 14% quarterly sales increase
• Co-founded and organized weekly debate club meetings, helping 35 students each semester sharpen public speaking and debate skills
• Collaborated with Sales, Communications, and Product Marketing to increase sales turnover by 25% and client retention by 18%

Top 5 Tips For Your Entry-Level Customer Service Resume

• I mentioned this earlier, but it’s worth repeating again: take whatever passion or interest you have that could be relevant to a customer service role. Social media savvy? Fluency in multiple languages? Put it down!
• Conversely, don’t lie about your skills or experience for a winning edge. If you just played around with Jira Service Desk once while your roommate was on a break, don’t say you’re skilled at it.
• It’s important to focus on the results of your work and experience, even if you’ve never had a customer service representative job before. Make it crystal clear what you’ve achieved when a recruiter reads your resume.
• You read that right. Most objectives are generic and add nothing new; it’s something a recruiter has read a thousand times. Make the most of each second they’re reading and skip straight to the good stuff.
• While you might feel the urge to fluff up your resume, don’t make it a chore to read. Your skills should each be a few words max, and keep each responsibility bullet point to 1 or 2 lines. Let them find out the rest during the interview!

Don’t try to stretch it out if you feel you’re thin on content. This is an entry-level position, so it’s okay to not have as much experience. If it’s 3/4th of a page, that’s totally fine (and better than just rambling!)

Keep it easy to read, which means avoiding fancy graphics and images. Use one of our resume templates , use simple bullet points, and if possible, submit it in both PDF and Word Doc. That way, it’s easier to be scanned by applicant tracking systems.

Yes, you should! All that means is making sure the skills section of your resume reflects the profile the job description is looking for and focusing on any relevant projects, courses, or experiences you have that could make you the best fit possible.

Customer Service Resume [2024] - Examples & Guide

Looks great, right?! Follow the steps below to create a resume that’ll have employers in a frenzy to hire you.

You’re a customer service representative.

You keep customers satisfied by providing solutions to their concerns.

But now it’s time to ease your future employer’s concerns by providing a resume that shows your value as a customer service employee.

This involves highlighting your most notable skills and experiences.

Not sure how to do this?

Well, just follow the simple steps in this guide.

• An example of a finished customer service resume that works
• How to write a customer service resume that’ll fill up your interview diary
• How to make a customer service resume stand out [with top tips & tricks]

Looking fore more specific resume examples? Check out this list of customer service resume examples:

• Barista Resume
• Bartender Resume
• Server Resume
• Waiter Resume
• Receptionist Resume
• Cashier Resume
• Event Planner Resume
• Flight Attendant Resume
• Bar and Restaurant Manager Resume

How to Format a Customer Service Resume

Before you can serve the hiring manager, you need to organize your work station!

But what do we mean by this?

Well, just like your work station, your resume needs to be arranged in a way that doesn’t lead to confusion and delays.

Choosing the correct resume format allows the hiring manager to instantly see your most notable achievements, instead of having to hunt for them. 

The most common resume format is “ reverse-chronological ”, and it is one that we always recommend to customer service representatives. 

The following two resume formats also get our approval…

• Functional Resume – If you’ve got the natural talent to help customers, but lack the hands-on experience, this resume format is recommended. A functional resume focuses on skills, which makes it ideal for those who lack experience or who have gaps in their employment history.
• Combination Resume – Have previous experience in the customer service industry? Then you may want to use this format. Specifically, the format combines both “Functional” and “Reverse-Chronological”.

Use a Customer Service Resume Template

Right, time to fire-up your text editor and get typing!

But wait there.

Although great for creating simple files, there are better alternatives when creating a customer service resume. 

You see, text editors don’t hold its structure, which can result in layout breakages.

Want to avoid an afternoon of headache? Use a customer service resume template. You can tailor any of the following resume templates for a customer service specialist resume.

What to Include in a Customer Service Resume

The main sections in a customer service resume are:

• Work Experience
• Contact Information

To really make an impression, you can also add these optional sections:

• Awards & Certification
• Volunteer Experience

Interests & Hobbies

So those are the customer service resume sections , but what do you write for each of them? 

Let’s find out!

Want to know more about the different sections? View our guide on What to Put on a Resume .

How to Correctly Display your Contact Information

You should treat your contact section with the same care that you treat your customers.

Failure to do so could result in misspellings and wrong numbers, which makes it impossible for the recruiter to offer you an interview! 

The contact information section on your resume must include:

• Professional Title – Align this to the role you’re applying for, so “Customer Service Assistant”
• Phone Number – Check each number carefully
• Email Address – Keep your email professional ([email protected]), unlike that one from your childhood ([email protected]).
• Location – City+Country
• Optional - relevant social media
• Joe Blogs - Customer Service Assistant. 101-358-6095. [email protected]
• Joe Blogs - Customer Service Hero. 101-358-6095. [email protected]

How to Write a Customer Service Resume Summary or Objective

Establishments are always on the lookout for customer service representatives.

But this fact only makes competition more intense.

And with this in mind, we shouldn’t be surprised that recruiters spend just a few seconds on each resume.

If only there was a way to get the recruiter hooked and read through your whole resume?

Fortunately, you can this with a resume summary or objective .

As a customer service representative, you know that friendly introductions go a long way. Similarly, both resume summaries and objectives are short paragraphs that introduce your skills and experiences. 

But what is the difference between a summary and an objective?

A resume summary is a 2-4 sentence summary of your most notable restaurant experiences and achievements.

• Enthusiastic customer service representative with five years of retail experience responding to all manner of customer inquiries. Career highlights included being awarded “Employee of the Month” for 36 months out of 48 months and receiving 99% positive customer survey results at XYZ Convenience. Seeking a role at ABC Tech, where my service skills can be leveraged to achieve and maintain the highest level of customer service.

A resume objective is a 2-4 sentence snapshot of your goals and aspirations.

• Passionate and hard-working student working towards graduating with a BA in History from UT Austin. Relevant experience includes serving customers in a campus bar. Eager to become the new customer service representative role at XYZ Tech to leverage interpersonal skills for the highest quality of service.

Got relevant work experience? Use a resume summary. 

Got the skills, but can’t back it up with experience? Use a resume objective.  

How to Make Your Customer Service Work Experience Stand Out

Recruiters hate nothing more than risk.

You see, their job is on the line if they hire the wrong person.

As such, you need to prove you have what it takes, and your work experience section is the easiest way to do that

Here’s the best way for customer service representatives to structure the work experience section:

• Position name
• Company Name
• Responsibilities & Achievements

Customer Service Representative 

YXZ Convenience Store

03/2017 - 04/2021

• Achieved highest up-sell rates in both 2017 (2.8%) and 2019 (3.2%)
• Worked at the customer information desk for 10+ hour shifts
• Welcomed 1000+ customers during store opening event
• Won “Employee of the Month” three months in a row by engaging with customers in personal, yet professional manner

The key here is to showcase how valuable you were to your previous employer. Doing so will have companies competing against each other for your skills.

Instead of saying…

“Spoke to all customers”

“Won “Employee of the Month” three months in a row by engaging with customers in personal, yet professional manner”

Simply put, the first sentence states that you spoke with customers, but it doesn’t say whether you were successful in doing so.  

The second statement goes into more detail and backs-up your claims with awards.

What if You Don’t Have Any Work Experience?

Maybe you’re a student looking for their first customer service job?

Or maybe, you have experience in the field, but never in a retail environment?

Don’t worry, as there are ways to get around this.

All you need are the core job skills and a willingness to learn.

And you can showcase this with related job experience or school projects. 

For example, if you’ve ever worked as a cashier, you can talk about any crossover skills and experiences. Just like a customer service representative, you were friendly, dealt with customers concerns, and operated a POS/computer. 

Use Action Words to Make Your Customer Service Resume POP!

Let’s image that you’re a job recruiter.

Sitting down to read the same generic resumes, one after another.

No one stands out. In fact, all resumes are blending into one.

This exercise highlights the importance of making your resume different from the other applicants. 

One of the best ways to do this is to use power words :

How to Correctly List your Education

After showcasing your experiences, you should delve into your education to date. 

There’s no magic tricks with this section, just enter your education history in this format:

• Degree Type & Major
• University/School Name
• Years Studied
• GPA, Honours, Courses, and anything else you might want to add

High School Diploma

Lynbrook High School, California

Graduated 2018

Still concerned about your education section?

The answers below may help you:

What if I haven’t finished my current education yet?

• No problem. Just mention your education to date

Should I include my high school education?

• It’s recommended to only include your highest form of education. If that’s your high school diploma, then list it

What do I put first, my education or experience?

• For a bartender role, your experiences always come first 

Need more advice? Check out our guide on how to list education on a resume .

Top 10 Skills for a Customer Service Resume

Whether you’re skilled enough to multi-task while on the phone or operate POS systems with ease, the recruiter is waiting to find out. 

However… to keep your resume to one page, you can’t list every skill you own.

So, which skills don’t make the cut?

It comes down to looking at the job description to identify what the company wants from their new customer service representative. 

Will the specific skill be beneficial to the company?

If so, list it!

For some inspiration, here are some of the best customer service resume skills:

Hard Skills for Customer Service Professionals:

• Computer Skills
• Mathematical Skills
• Product Knowledge
• Point of Sale (POS) Systems

Soft Skills for Customer Service Professionals:

• Personable and friendly 
• Endurance (long hours)
• Conflict resolution 
• Time management 
• Team player
• The hiring manager will typically ask interviewees for examples of when they have shown the skill listed. As such, only include skills that you actually posses.

Here’s a more comprehensive list of 100+ must-have skills this year .

What Else Can You Include?

Ask yourself one question..

Is your resume the BEST it can be?

Although we have completed every essential resume section, we have to do everything it takes to win that interview.

Adding the following sections could be the deciding factor in whether you’re interviewed for the customer service representative role or not.

Awards & Certifications

Have you ever won an employee of the year (or month) award?

Have you completed any additional courses to expand your knowledge?

Whether it’s an award or certification, make space for this section if you have something that you’re proud of.

Here are some quick example:

• Employee of the Year 2019 – XYZ Convenience 
• Learning How to Learn – Coursera Certificate

Applying to an establishment in China Town?

Then being fluent in Mandarin is a good way to shortcut your resume to the top of the pile.

Whether the job description requires it or not, being able to speak multiple languages is impressive – and no one can argue with that!

Rank the languages by proficiency:

• Intermediate

Now, you may be wondering, “how does my love of animals affect my customer service skills?”

Well, it doesn’t.

But employers want customer service representatives who will fit in with the rest of the staff.

Your hobbies allow the hiring manager to see behind your qualifications and learn more about who you REALLY are.

Here’s which hobbies & interests you may want to mention.

Include a Cover Letter with Your Resume

As a customer service representative, you need to leave a positive impression.

Your application is no different.

And the best way to leave an unforgettable impression is to write a convincing cover letter.

You see, resumes give the vital information, but nothing speaks to a recruiter like a cover letter that delves deeper into who you are and why you want the job.

Here’s how to create a structure that works.

You should complete the following sections:

Personal Contact Information

Include your full name, profession, phone number, email, and address 

Hiring Manager’s Contact Information

Include their full name, position, location, email

Opening Paragraph

To hook the hiring manager, the start of your resume needs to pack a punch. Use concise language to mention:

• The position you’re applying for
• Your experience summary and best achievement to date

Once you’ve sparked the hiring manager’s interest, you can delve further into the following specifics:

• Why you chose this specific establishment
• What you know about the establishment’s culture
• How your skills will be beneficial to the establishment
• If you have worked in similar industries or positions before

Closing Paragraph

Avoid ending the conversation abruptly, you should:

• Conclude the main points of your letter
• Thank the hiring manager for their time and the opportunity
• End with a call to action. This is a good way to continue the conversation further. A simple “At your earliest opportunity, I’d love to discuss more about how I can help XYZ with...” will work.

Formal Salutations

Although this letter shows your personal side, the letter should end professionally. Use something like, “Kind regards” or “Sincerely.”

For extra advice and inspiration, read our step-by-step guide on how to write a cover letter .

Key Takeaways

You know your customer service skills are good enough to get the job.

And if you follow the above advice, the recruiter will know that too!

Let’s conclude what we’ve learnt:

• The resume format needs to suit your specific situation. Prioritize the reverse-chronological format, and then follow the content layout tips
• Use an attention-grabbing resume summary or objective
• In your work experience section, show your value by highlighting your most relevant and best achievements, rather than day-to-day duties
• Attach a convincing cover letter for a personable application

That was a lot of information, but now you’re all set to make a Customer Service resume of your own!

Suggested Reading:

• Resume Keywords and How to Use Them
• Should You Include a Photo on Your Resume in 2024?
• The Best Strategy for Getting a Raise [+Examples]

To provide a safer experience, the best content and great communication, we use cookies. Learn how we use them for non-authenticated users.

• • Led a team of 30 customer service agents, improving team efficiency by 25% through targeted coaching and process optimization.
• • Implemented a customer feedback loop that led to a 15% increase in customer satisfaction scores over a 6-month period.
• • Collaborated with cross-functional teams to streamline gate operations, resulting in a 10% increase in on-time departures.
• • Spearheaded the adoption of a new ticketing system, reducing check-in times by 5 minutes per passenger.
• • Orchestrated employee participation in safety training programs, achieving a 20% reduction in workplace incidents.
• • Championed an initiative to enhance the lost luggage claim process, recovering 500+ items for customers within the first quarter of implementation.
• • Trained and mentored a team of 20 agents, increasing team performance metrics by 30%.
• • Facilitated a seamless introduction of new self-service kiosks, cutting average wait times by 7 minutes.
• • Managed crisis situations, ensuring 90% customer retention rate following resolution of travel disruptions.
• • Negotiated with service providers to enhance lounge amenities, improving customer ratings by 20%.
• • Implemented a recognition program that boosted employee morale and reduced staff turnover by 15%.
• • Resolved 200+ customer inquiries per week, maintaining a resolution success rate of 95%.
• • Contributed to a 10% improvement in loyalty program enrollment by driving awareness through excellent service.
• • Pitched and executed a project to improve signage at check-in areas, enhancing navigation for travelers.
• • Assisted with the training of new hires, helping to shorten the average training period by 2 days.

25 Customer Service Resume Examples & Guide for 2024

Craft the Perfect Customer Service Resume with Our Expert Tips and 25 Ready-to-Use Templates.

All resume examples in this guide

Entry-Level Customer Service

Client Engagement Manager

Client Service Manager

Customer Account Manager

Customer Care Manager

Customer Experience Manager

Customer Relations Manager

Customer Sales Representative

Customer Service Manager

Customer Service Retail

Field Service Manager

Service Advisor

Customer Service Associate

Customer Service Specialist

Retail Customer Service Clerk

Bilingual Customer Support

Customer Service Success Specialist

Customer Service Coordinator

Customer Service Technician

Call Center Customer Service

Customer Service Supervisor

Remote Customer Service

Customer Service Agent

Customer Service Consultant

Resume Guide

Customer service resume sample, how to format a customer service resume, how to write your customer service resume experience, how do i write a customer service resume with no experience, how to list your hard and soft skills on your resume, how to list your certifications and education on your resume, how to write your customer service resume summary, additional sections for a customer service resume, in conclusion.

Crafting a customer service resume is like delivering excellent support—it requires precision, clear communication, and an understanding of what is a resume . Your resume serves as the first impression a potential employer has of you, making it crucial to convey your skills and experience effectively.

In an industry where 78% of customers abandon purchases due to poor service , knowing how to write a resume  that reflects your dedication to quality is essential. This guide will help you learn the best strategies for presenting your ability to resolve issues, stay composed under pressure, and create positive experiences—ensuring your application makes the impact you intend.

Key takeaways

• Use a reverse chronological format to highlight your most recent and relevant experience.
• Ensure ATS compatibility by matching resume language to the job description and maintaining a clear format.
• List work experience with job titles, locations, and dates, emphasizing customer service skills.
• Quantify achievements, like improved satisfaction ratings or reduced response times, to show impact.
• Include a skills section with both technical skills and soft skills essential for customer service.
• Detail education with relevant coursework and honors to demonstrate formal training in customer service.
• Craft a resume summary that underlines your customer service experience, skills, and achievements.

First things first. Let’s have a look at what a classically good resume looks like in regards to a customer service candidate.

Below is a great example of a resume written by a customer service applicant. Feel free to copy and adapt it to your needs.

Richard Blake

Customer Service Representative

[email protected] | LinkedIn Profile | Yakima, WA

Dedicated Customer Service Representative with over a year of experience in sales and customer service, specializing in providing solutions for critical electrical infrastructure and power systems. Strong communicator with a proven ability to manage orders, quotes, and resolve customer issues effectively. Seeking to leverage technical knowledge and customer service skills to enhance customer satisfaction and drive success in a team-oriented environment.

Ritz Company, Yakima, WA

June 2023 – Present

• Delivered exceptional customer care to both internal and external clients, consistently meeting service-level agreements.
• Managed regional customer support, including accurate order entry, quotes, and RMAs, ensuring timely and precise processing.
• Communicated with customers and representatives to provide updates on deliverables and resolve issues with minimal supervision.
• Collaborated with the team to track customer feedback and implement solutions to drive customer satisfaction.

Sales Associate

Johnson’s Retail, Yakima, WA

June 2022 – May 2023

• Provided excellent customer service, assisting customers with product selection and inquiries.
• Managed cash register operations, such as handling transactions and maintaining accurate records.
• Assisted in inventory management and restocking to ensure product availability and organization.

Associate of Business

Yakima Valley College, Yakima, WA

Graduated: May 2022

• Relevant courses:  Business Communication, Customer Service Management, Technical Writing, Principles of Marketing
• Honors:  Dean's List, Spring 2021
• Certifications
• Certified Customer Service Professional (CCSP)
• Customer Service Manager Certification (CSMC)
• Customer Relationship Management (CRM) Systems
• Order Processing and Documentation
• Technical Product Knowledge Acquisition
• English (Fluent)
• Spanish (Conversational)

Having seen a proper resume, let’s get into the details of what goes into creating one yourself.

Think of your resume as the first impression you make on potential employers, much like a well-designed storefront invites customers in. Just as every detail in a store’s layout is carefully considered to enhance customer experience, understanding what makes a good resume  is crucial.

Your resume format  should be clear, organized, and tailored to impress recruiters, reflecting your professionalism and attention to detail. Here’s how to format a polished resume layout  for a customer service representative.

The most effective resume format  for a customer service role is the reverse chronological order . This format highlights your most recent and relevant experience first, showcasing your current skills and expertise, which is vital in a dynamic, customer-centric industry.

The order of the resume sections  should flow as follows (we’ll go over each of these in detail later):

• Resume summary
• Work experience
• Additional sections (e.g. languages, hobbies and interests, etc.)

This structure is favored by recruiters because it presents your qualifications in the most organized and appealing way.

Resume design tips

• Keep resume margins  between 0.5 to 1 inch to maintain a professional and readable layout.
• Use business colors on your resume , primarily black and white, with minimal accent colors for resume headings  to create a polished and clean appearance.
• Choose clean, professional fonts  like Arial, Lato, or Rubik, sized 10 to 12 points for readability.
• Consider a double-column resume layout  to clearly organize your customer service skills, technologies, and achievements.
• Aim for a one-page resume , though two pages are acceptable  if you have extensive experience directly relevant to customer service.

Resume header

• In your resume header , include your contact information , such as your city and state, but omit your full address , as it's less crucial for customer service roles, especially if remote.
• Provide a professional email address  and relevant links, such as your LinkedIn profile .
• Generally, avoid adding a photo  unless specifically requested or customary in your job market.
• Craft a clear resume headline  that summarizes your customer service expertise and emphasizes your adaptability and success in various service environments.

File format:

• Save your resume as a PDF  to maintain consistent formatting.
• Use “FirstName LastName CustomerService_Resume.pdf” as a naming convention  for clarity.

ATS (Applicant Tracking Systems)  often cause unnecessary concern. Despite common misconceptions , our tests revealed that elements like fonts, colors, columns, and resume length  generally don’t hinder parsing. Instead, prioritize aligning your resume’s language with the job description and paying attention to formatting details like dates and bullet points, as these can impact your application.

Remember, not all companies rely on ATS, so avoid overloading your resume with keywords—clarity and readability should remain your focus.

Unsure if your current resume meets ATS standards? Try Enhancv’s free ATS checker  to see how it measures up!

Is your resume good enough?

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

With your resume format set, the next step is to focus on your work experience, a crucial element in writing a standout resume  that focuses on your strengths in customer service.

Listing work experience  on a customer service resume is essential as it demonstrates your ability to handle real-world customer interactions, establishes your credibility, and highlights your capacity to resolve issues effectively. It shows potential employers your expertise in managing customer needs and your proficiency in working within a team-oriented environment.

How to write work experience entries

• Job title, company (optional, company description), location, and dates:  This information sets the context of your experience, providing a clear timeline and background.
• Concise bullet points :  Clearly describe your key responsibilities and achievements in each role, focusing on your ability to assist customers, manage inquiries, and resolve complaints.
• Relevant skills and tools:  Mention specific customer service software, CRM systems, and methodologies you’ve used, such as Zendesk, Salesforce, or problem-solving techniques.
• Impact underlined:  Quantify your results when possible, such as the number of customer issues resolved, customer satisfaction ratings improved, or efficiency enhancements you implemented.
• Action verbs and strong adjectives : Use powerful action verbs  and descriptive resume adjectives  to convey your contributions and emphasize your proactive approach.

Customizing your resume  is essential because it makes your skills and experiences more relevant to the job, proving that you’re a strong match for the position. It also meets the employer's expectations by showcasing your awareness of the role and the company’s challenges—especially vital in customer service, where knowing client needs and giving effective solutions is crucial.

How to tailor your work experience effectively

• Carefully read the job posting:  Identify the specific skills and qualifications required, and incorporate these keywords and phrases  into your work experience descriptions.
• Illustrate relevant experience:  Focus on aspects of your past roles that closely align with the new position’s requirements, such as customer engagement, conflict resolution, or teamwork.
• Highlight relevant roles:  If you’ve held a variety of positions, prioritize those that align most closely with the job you’re applying for, displaying the responsibilities that demonstrate your suitability for the role. This may involve placing greater emphasis on certain aspects of your past positions.

Let’s have a look at an actual job ad for a Customer Sales Representative and use it as the basis for tailoring your resume sections .

As a Customer Service Representative in Sales and Customer Service, you’ll provide solutions and services that help our customers protect and control critical electrical infrastructure and power systems worldwide.

As a Customer Service Representative, a typical day might include the following:

• Providing world-class customer care to both internal and external customers.
• Engaging in regional customer support activities including accurate entry of orders, quotes, and RMA's, and creation and maintenance of special specifications.
• Communicating to customers and reps on deliverables and resolving additional customer service issues with some work direction from supervisor and peers.
• Completing and passing required customer service certifications.
• Using judgment skills, prior experience, and company policies and procedures to resolve standard and in-region problems .
• Assisting with customer feedback tracking and driving to customer satisfaction.

This job might be for you if you have:

• A minimum of one year of customer service experience.
• An Associate's degree or related business experience.
• Strong computer skills.
• The ability to learn concepts and technical details of products.
• Strong writing, proofreading, documentation, and communication skills.
• The ability to learn new skills and assume new responsibilities.
• The ability to work cooperatively in a team environment.

Below is a tailored work history section. The highlighted texts in the job ad have been targeted in the entries.

• • Provided exceptional customer support, enhancing customer satisfaction ratings by 15% through effective communication and problem resolution.
• • Managed regional order entries, quotes, and RMAs, reducing processing errors by 20% using Salesforce and Zendesk CRM systems.
• • Resolved customer issues promptly, improving average response times by 30% and contributing to higher service standards.
• • Assisted in tracking and analyzing customer feedback, driving a 10% increase in repeat business and loyalty.
• • Delivered high-quality customer service, achieving a 90% satisfaction score by accurately addressing customer inquiries and concerns.
• • Processed orders and returns with precision, reducing order cycle times by 15% and minimizing errors.
• • Utilized problem-solving skills and CRM software to handle standard and complex customer service issues, achieving a 25% improvement in first-contact resolution rates.
• • Collaborated with team members to streamline customer feedback processes, resulting in a 20% enhancement in service efficiency.

Targeting explanation :

• Highlighted customer service and support skills, directly aligning with the job's requirement for world-class customer care.
• Emphasized experience with CRM systems like Salesforce and Zendesk, matching the job's need for handling orders, quotes, and RMAs.
• Demonstrated quantifiable achievements in improving customer satisfaction and operational efficiency, aligning with the job's focus on enhancing customer satisfaction and service quality.

Now that you’ve seen the best way to customize your customer service experience, let’s explore the element of quantifying your achievements.

How to quantify your experience on a resume

Including numbers and results  on a customer service resume is crucial because they clearly show the impact of your work, such as improving customer satisfaction or reducing response times. To quantify these effectively, use specific metrics like the percentage increase in customer satisfaction, the number of customer issues resolved, or the reduction in average call handling time. To better help you, here are some examples of using metrics in the context of customer service:

• Quantify the percentage increase in customer satisfaction scores  after implementing the feedback you provided.
• Specify the average response time reduction in handling customer inquiries  after you optimized a specific process.
• Detail the number of customer issues resolved per day or week  and the impact this had on customer retention.
• Indicate the percentage of calls or emails successfully converted into repeat customers  through your service efforts.
• Mention the percentage improvement in first-contact resolution rates  after you developed or refined customer service strategies.

Now with that understood, let’s go through what you can do to create a successful resume even if you lack professional experience.

If you're applying for an entry-level  customer service job, don't be discouraged—many people start their careers in customer service, and you can still secure a position even without prior experience. Crafting a successful resume without work experience  is achievable by emphasizing other parts of your application to prove your potential and skills.

Here is a list of things you can do:

Use a functional resume format :   Focus on skills rather than work history to highlight your abilities in customer service-related tasks.

Consider a hybrid resume format : Combine elements of functional and chronological resumes to balance skills and limited work experience. It’s also a great format if you’re transitioning fields.

• Display transferable skills : Skills gained from other experiences, such as communication, problem-solving, empathy, and teamwork, are crucial for customer service.
• Show relevant coursework or certifications : List any courses or certifications, such as LinkedIn Learning customer service courses, that demonstrate your knowledge and commitment to the field.
• Add a volunteer or internship experience section : This means any unpaid work or internships where you developed customer service skills, detailing specific tasks and accomplishments.
• Incorporate an achievements or awards section : Mention any academic achievements, awards, or recognition that underlines qualities valuable in customer service, like leadership or excellence in communication.
• Leverage personal projects : Describe any personal projects  or initiatives where you showed customer service skills, such as managing a community event or volunteering for a local organization.
• Add a cover letter : Accompany your resume with a cover letter  that explains your passion for customer service and how your background makes you a strong candidate despite lacking formal experience.

Include a strong objective statement

Start with a concise resume objective statement  that reflects your enthusiasm for customer service and outlines your key strengths and attributes relevant to the role.

• Shine a light on relevant skills and qualities : Focus on key customer service skills such as communication, problem-solving, and empathy, and mention how you plan to use these abilities to contribute to the company’s success.
• Tailor the objective to the specific job : Customize your statement to reflect the company's values and the role's requirements, demonstrating that you understand their needs and are committed to delivering exceptional customer service.

Below is an ideal example of such a statement.

With your work experience outlined, it’s time to examine how to properly illustrate your hard and soft skills on your next resume.

Providing a skills section  on your customer service resume quickly displays your core competencies , allowing employers to easily evaluate how well you match the role. This section ensures that your customer service skills, both technical and interpersonal, are prominently featured.

Let’s take a look at the two types separately.

Hard skills

Hard skills on your resume  demonstrate your technical abilities in customer service. List these in a Skills or  Technical Skills  s ection , aligning them with the job description to ensure they’re relevant and easily noticed by hiring managers and applicant tracking systems.

Here’s a comprehensive list of the most sought-after hard skills for customer service professionals.

Best hard skills for your customer service resume

• CRM software (e.g., Salesforce)
• Microsoft Dynamics 365
• HubSpot Service Hub
• RingCentral
• VoIP systems
• Genesys Cloud
• JIRA Service Desk
• Chatbots/AI
• Google Workspace
• Microsoft Office Suite

Soft skills

These are crucial for customer service roles as they showcase your ability to interact effectively with customers. Soft skills  should be woven throughout your resume—in the summary, objective, work experience, and education sections—to highlight how you’ve applied them in real situations, rather than listing them separately.

Here are the essential people skills to feature in your next customer service application.

Best soft skills for your customer service resume

• Active listening
• Communication
• Problem-solving
• Adaptability
• Conflict resolution
• Time management
• Attention to detail
• Multitasking
• Team collaboration
• Critical thinking
• Emotional intelligence
• Decision-making
• Cultural awareness
• Negotiation skills

The next step is to showcase your educational background to further demonstrate your qualifications and knowledge.

Detailing your education on your resume , along with any relevant certifications, reinforces your qualifications and expertise as a customer service professional. This enhances your credibility and shows your dedication to ongoing professional growth.

Education section

Elements of an education entry:

• Specify your major and minor  to show formal training in skills relating to customer service.
• List the name of where you studied . This adds credibility to your resume and can help establish connections if the employer has ties to the institution.
• Include the year you completed your studies  to provide a clear timeline of your educational background. Consider adding the month if you’re a recent graduate.
• Mention relevant coursework  that directly aligns with customer service, like conflict resolution, psychology, or communications, to highlight specific skills that apply to the role.
• Detail any academic honors , such as Dean’s List  or Cum Laude —this will illustrate your diligence, commitment, and excellence in your studies.
• Display any customer service certifications or additional training programs , to emphasize your expertise and dedication to the field.
• Provide your GPA  if it’s above 3.5.

Next, let’s look at an example of a candidate successfully listing their associate’s degree  on an education entry. They’ve specifically tailored to the customer service job shown earlier.

• • Relevant coursework: Business Communication, Conflict Resolution, Customer Relationship Management, and Intro to Business Analytics
• • Honors: Dean’s List (2022, 2023)
• • Certifications: Completed Customer Service Fundamentals Certification and CRM Software Training

This entry effectively targets the job ad by emphasizing relevant coursework such as Business Communication and Customer Relationship Management, directly aligning with the skills needed for a Customer Service Representative. It also brings attention to certifications and honors, showcasing the candidate's commitment to professional development and excellence in customer service.

Certification section

Sometimes, it's better to list certifications on your resume  in a separate section to ensure they stand out and highlight your commitment to professional development (especially if you have several to display).

Elements of a certification entry:

• Certification name
• Issuing organization
• Date of completion or expiration (if applicable)
• Brief description of skills or knowledge gained (optional)

Here are the most popular certificate programs now available.

Best certifications for your customer service resume

• Certified Call Center Manager (CCCM)
• Customer Experience Management Certification (CEMC)
• Certified Contact Center Supervisor (CCCS)

With your education section complete, focus next on creating a strong resume summary that captures your essential skills and customer service expertise.

The resume summary  is a critical component of a customer service resume, serving as a concise introduction that highlights your key skills, relevant experience, and significant achievements in customer care. It’s designed to capture the attention of hiring managers by quickly showcasing the most impactful aspects of your background and demonstrating your suitability for the role.

Elements to include:

• Mention how many years you’ve worked in customer service to establish your experience and reliability.
• Underline essential skills relevant to customer service, such as communication, problem-solving, and familiarity with CRM systems.
• Quantify your achievements when possible, like improving customer satisfaction ratings or reducing response times, to provide concrete evidence of your impact.
• Briefly touch on your approach to customer service, such as a commitment to empathy and proactive problem-solving, to give a sense of your style and dedication.
• Tailor your summary to reflect the language and specific needs of the job posting, emphasizing how your background aligns with the company’s customer service goals.
• Avoid using the personal pronoun "I"  to maintain a professional tone.

By crafting a focused and engaging resume summary, you position yourself as a unique candidate from the very beginning.

This summary is effective because it displays relevant experience and skills that directly align with the job requirements, involving a specific metric (95% customer satisfaction rating) to demonstrate proven success. It also underlines key attributes like problem-solving, communication skills, and familiarity with industry-specific procedures.

Let’s move on and consider some additional sections to further support your qualifications and make your application shine.

Optional sections on a customer service resume can provide a more comprehensive view of your qualifications and help differentiate you from other candidates by illustrating unique skills, achievements, and experiences.

• Volunteer experience : Showcase volunteer roles that require customer service skills to show your dedication to helping others and your ability to engage with diverse groups.
• Awards and honors : List any awards or recognition you've received for outstanding customer service or related achievements to prove your excellence in the field.
• Languages skills : Mention any languages you speak fluently to highlight your ability to communicate with a broader range of customers.
• Professional affiliations : Include memberships in customer service or industry-related organizations to describe your engagement with the field and commitment to staying informed about industry trends.
• Hobbies and interests : Add hobbies and interests that demonstrate interpersonal skills or empathy to show your ability to connect with others and enhance your customer service capabilities.

Customer service is not about doing what is required, it’s about doing what is right.

Bob Farrell, American entrepreneur and motivational speaker

By carefully structuring your resume and emphasizing relevant skills, experience, and achievements, you can effectively shine a light on your suitability for a customer service role. Remember to tailor each section to the job description to maximize your chances of getting noticed by potential employers.

Looking to build your own Customer Service resume?

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Frequently asked questions about customer service resumes

How long should i make my customer service resume, what is the best format for a customer service resume, which customer service skills are most important to add to your resume, how can i make my customer service resume stand out, should i include a cover letter with my customer service resume, how do i showcase my career progression on a customer service resume, how to ask for feedback after an interview, how to send a career fair follow-up email [samples included], how to explain employment gap on resume, influencing the recruiter with a resume website, how to write a career change resume summary with examples, how to organize your resume in 2023 [+ resume examples].

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• Entry Level Customer Service Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Entry Level Customer Service Resumes:

• Respond to customer inquiries via phone, email, and chat
• Resolve customer complaints and issues in a timely and professional manner
• Provide product and service information to customers
• Process orders, returns, and exchanges
• Maintain accurate customer records and update databases
• Collaborate with other departments to resolve complex customer issues
• Identify opportunities to upsell or cross-sell products and services
• Participate in training and development programs to improve customer service skills
• Monitor customer satisfaction and provide feedback to management
• Contribute to team goals and objectives by meeting performance metrics and targets

Speed up your writing process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to. Try it for free.

Entry Level Customer Service Resume Example:

• Managed and resolved customer complaints, resulting in a 20% increase in customer satisfaction scores.
• Trained and mentored new customer service representatives, improving their performance by 30%.
• Implemented new customer service processes, resulting in a 15% reduction in call handle time.
• Assisted in handling customer service inquiries and complaints, gaining hands-on experience in customer service
• Participated in team meetings and training sessions, gaining insights into customer service best practices
• Shadowed experienced customer service representatives, learning how to handle complex customer service issues
• Excellent communication
• Conflict resolution
• Problem solving
• Interpersonal skills
• Customer service orientation
• Patience and empathy
• Time management
• Adaptability
• Conflict resolution strategies
• Training and coaching
• Listening skills
• Process improvement
• Attention to detail
• Active listening
• Conflict management
• Active learning
• Service-mindedness
• Analytical thinking
• Product knowledge
• Stress management
• Communication

Top Skills & Keywords for Entry Level Customer Service Resumes:

Hard skills.

• Customer Service Software (e.g. Zendesk, Freshdesk)
• Call Center Operations
• Complaint Resolution
• Order Processing
• Data Entry and Management
• Multitasking and Time Management
• Communication Skills
• Conflict Resolution
• Active Listening
• Problem Solving
• Sales Skills
• Technical Troubleshooting

Soft Skills

• Communication and Interpersonal Skills
• Active Listening and Empathy
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Patience and Tactfulness
• Attention to Detail and Accuracy
• Customer Service Orientation
• Teamwork and Collaboration
• Conflict Resolution and Negotiation
• Positive Attitude and Enthusiasm
• Multitasking and Stress Management

Resume Action Verbs for Entry Level Customer Services:

• Communicated
• Collaborated
• Prioritized
• Followed up
• Coordinated
• Facilitated
• Investigated

Build a Entry Level Customer Service Resume with AI

Resume FAQs for Entry Level Customer Services:

How long should i make my entry level customer service resume, what is the best way to format a entry level customer service resume, which keywords are important to highlight in a entry level customer service resume, how should i write my resume if i have no experience as a entry level customer service, compare your entry level customer service resume to a job description:.

• Identify opportunities to further tailor your resume to the Entry Level Customer Service job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Entry Level Customer Services:

Customer service associate, customer service representative, customer service coordinator, customer service intern, customer support specialist, call center, customer service relations, beginner level customer service.

How to Write a Customer Service Resume That Will Catch a Recruiter’s Eye (Example Included!)

Customer service jobs can be a real rollercoaster. One minute you’re the hero, miraculously remedying a tricky customer issue, and the next, you’re dealing with an exceptionally difficult person who’s upset about something you have no control over (“I’m very sorry the seasonal holiday packaging is a different shade of blue this year, sir”).

It takes a special set of skills to excel in the customer service world. And as the old saying goes: If you’ve got it, you might as well feature it on your resume! Read on to learn how to create a dazzling customer service resume—and see an example.

What Does a Customer Service Representative Do?

For those who get a genuine thrill out of delighting people, a customer service job can be quite fulfilling. As the title suggests, a customer service representative’s primary objective is to assist customers, clients, or users with their needs, like finding a specific product, completing a purchase, or resolving a concern. What’s especially exciting about this field is the variety: You can interact with customers in person, over the phone, via chat, or even over social media! And virtually every industry needs customer support, so you can pursue a role in almost any field you like—retail, tech, finance, you name it.

While the specifics of each job vary from one company to the next, most customer service representatives will need to have a friendly, empathetic demeanor; experience interacting with clients; solid problem-solving skills; the willingness to learn as much as they can about their employer’s products and services; and a good deal of patience. They may also be required to track their interactions in a customer relationship management (CRM) system, make adjustments to online accounts, or recommend new products and promotions to customers.

How to Write a Standout Customer Service Resume

Regardless of the specific role or industry you’re targeting, hiring managers will be most interested in a few key elements when looking at a resume for a customer service position:

• For those with prior customer service experience, recruiters will want to know specifics, including how many customers or guests you interact with on a daily basis, the number of transactions you complete each day, the type of training you’ve received, or your technical skills. They’ll also be looking for certain keywords (see below!), relevant industry experience, and helpful metrics.
• If you don’t have a previous customer service title, they may look for transferable skills, such as experience dealing with customers (such as what you might get in a retail or food service role) or handling a high volume of transactions (which you might do in an event staffing or banking job).
• If you’re an experienced customer service representative, recruiters might also be interested in additional details like your customer satisfaction rating or how you’ve communicated (in person, over the phone, or via chat).

Here’s how to put together a resume that’ll wow customer service recruiters.

1. Clarify Your Goals

Because the customer service industry is so broad it’s important that you know what type of role you’re looking for next. Do you want to work in a call center? Do you prefer to interact with customers in person? Or are you looking to get into a virtual support role? This will, of course, inform the types of jobs you apply to and in turn, the way you tailor your resume .

Editing your resume to reflect the specific job you’re applying to is essential. And it’s not as hard as it might sound. As a general rule, if a particular job duty appears in the job description and you have experience performing that duty, it belongs on your resume.

2. Use the Right Keywords

When you apply for a job through an online job board or company website, your application will likely be passed through an applicant tracking system first, before a hiring manager gets a chance to review it. ATS programs scan your resume for certain keywords to determine whether or not your experience is a likely match for the role you’ve applied to. If the ATS doesn’t find enough of the right keywords on your resume, it might not ever make it to a recruiter’s inbox.

Tailoring your resume for each job you apply to will help you hit most of the right keywords, but here’s a list of common customer service resume keywords to get you started:

• Account Management
• Communication
• Customer Service
• Resolutions

3. Write Show-Stopping Bullet Points

Writing compelling bullet points will help you catch (and hold) a recruiter’s attention and bring your experience to life.

As you’re drafting your resume, try to go beyond simply stating what you did in each role. “Helped customers with questions” isn’t nearly as interesting as “proactively resolved more than 30 customer concerns every day, resulting in a 92% customer satisfaction rating”—right?

Spice it up a little with compelling verbs, metrics, and outcomes wherever possible. This simple formula is a great place to start:

• Action verb + job duty + outcome

Here’s what it might look like in practice:

• Seamlessly managed up to three live chats at a time, resolving more than 100 customer issues daily, resulting in a 94% customer satisfaction rating

4. Don’t Forget to Include Measurable Metrics

One of the many wonderful things about your customer service experience is that you can quantify quite a few of your job duties. So be sure to assign a metric to every bullet point or achievement, if possible. This is especially important in the customer service space since many companies measure their own performance using customer satisfaction metrics.

So as you’re drafting your resume, ask yourself: How many customers do I interact with every day? What’s my resolution rate? What’s my average response time? How many new accounts have I opened this week?

5. Remember the Basics

As always, there are a few universal resume writing rules to keep in mind, regardless of the industry or role you’re targeting.

• Keep it to a single page. Unless you’re a seasoned executive with decades of experience, you should be able to fit your relevant work history on a single page. Tailoring your resume, writing concise bullet points, and excluding experience that’s more than ten years old should help you keep the length down.
• Use a chronological layout. Chronological is the preferred format for almost all recruiters and it’s the easiest to read. But if you’re making a major career pivot or returning to the workforce after an extended time away, you might try a combination or functional resume .
• Create easy-to scan sections. Recruiters typically spend just a few seconds scanning a resume before they decide whether or not to keep reading. Adding bold or underlined headings for each section —summary, relevant experience, technical skills, education—will make your resume easier to read. You’ll come off as super organized, too!
• Consider a summary. Resume summaries are completely optional, but they can be helpful if you’re trying to make a career pivot, break into a new industry, or tie together varied experience. You’ll find an example in the sample resume below.
• Proofread! Even if you’re sure that your resume is perfect, read it through again—just in case. It can also be incredibly helpful to have another set of eyes look over your resume before you submit an application, so ask a friend, family member, or trusted colleague if they’d be willing to take a look.

An Example of a Customer Service Resume

As you read through the below resume example, pay special attention to the construction of the bullet points (interesting verb + job duty + outcome), the use of quantifiable metrics, and easy-to-follow layout for inspiration.

Keep in mind that resumes are meant to tell a story about your unique work history and qualifications, so naturally, no two will be alike! As you populate your resume with your experience, achievements, and metrics, it’ll develop a personality of its own.

Here’s what a stellar customer service resume might look like:

Download a sample customer service resume

As a bona fide customer service all-star, you deserve a resume that will dazzle a prospective employer the same way you dazzle your customers. Bringing your experience to life with relevant keywords, engaging bullet points, and tangible metrics will help you stand out and land those customer service interviews !

Looking for customer service jobs? Search on The Muse

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Customer Care Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer care job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Align with Global Customer Care Manager, Global Product Line Manager and Regional Sales Manager(s) to develop and grow the SF&DS aftermarket business in NA
• Manage all customer satisfaction initiatives and feedback, and develop strategies, actions and/or activities to improve
• Provide assistance to Territory Managers and other employees on matters pertaining to customer care
• Communicate any escalated customer concerns to the Account Management team and work together to mitigate any customer attrition
• Individual Performance Management,
• Your independent work ethic and commitment to providing exceptional customer service will ensure you success in this exciting role
• Work with outside agencies on delinquent placement accounts
• Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update management
• Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update mgt
• Liaises with all coaches to provide coaching support for the transfer of learning from classroom (workshops) to work place
• Provide training at Provider Training Seminars, Webinars, Workshops
• Provide assistance to Workday Support Product Analysts by doing analysis and research
• Provides assistance, training and troubleshooting support to lower level staff
• Develops and reviews provider communications
• Lead, support and develop a direct team
• Improve knowledge of outsourced business partner, to deliver enhanced SLA’s
• You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
• Act as an escalation point for your team on unresolved customer issues and flag business and potentially contentious issues to senior management
• Conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
• Oversee operations to ensure that the daily qualitative and quantitative goals of the organization are met. Includes assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing technical guidance on complex issues
• Conduct and document effective monthly and annual performance reviews with your team
• The ability to work from home
• Able to start work immediately
• Maintaining extensive product and fit knowledge
• Resolving customer issues as quickly and efficiently as possible
• Good interpersonal and communication skills
• Able to communication in English and Bahasa Malaysia
• Serving as the brand ambassador to ensure all customers receive the highest level of service at every point of interaction
• Familiarity with ticket or case management systems (Zendesk)
• Experience with 3D modeling, printing and digital fabrication
• Please note this position is based out of our Somerville, MA office

15 Customer Care resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, customer care knowledge management lead resume examples & samples.

• 5 + years’ experience in Customer Care
• 5+ years in Banking and or Credit Card/Lending
• Experience leading large or complex projects across many different disciplines
• Demonstrates excellent analytical and logical thinking
• Proven creative problem solver; ability to champion change and influence people to adopt new ways of performing work; Demonstrated effectiveness in interpersonal and verbal and written communication skills interfacing with management and with external suppliers

VP Customer Care / Sales & Service Operations Resume Examples & Samples

• Provide strategic direction and leadership to the Sales and Customer Service organization at HSN; will be also be responsible for aligning and working collaboratively to set strategic short and long term vision and solutions for HSNi
• Develop and execute short term and long term workforce strategy with strong knowledge and understanding of all key metrics that drive service levels, workforce solutions and financials
• Work closely with HR team on staffing needs and driving to both short and long term solutions
• Work closely with IT in the development of technology needs from network to application software. Responsible for development and flawless implementation. Leverage technological capabilities to the fullest extent possible in support of delivering a best in class customer experience
• Lead all operating and capital expense budgets; work with all call center leaders and finance partners to build and deliver on financials
• Ability to present to senior leadership and articulate strategic vision and plans
• Provide strategic direction and leadership for the remote and internal support operations encompassing areas such as customer satisfaction, quality assurance, employee engagement, and performance management
• Partner with other customer care departments to maximize utilization of all resources in order to achieve service level goals across all queues
• Manage the SSC performance while being a collaborator as well as driver of achieving the forecasted metrics
• Oversee Command Center as well as Reporting
• Cultivate an environment that encourages maximum productivity and selling effectiveness, personal growth and development, open communications and teamwork
• Provide leadership and coaching to team members through modeling and coaching to maximize performance
• Display genuine interest and respect for people and their concerns. Drive improvement in employee engagement as measured by HSN Connect process
• Partner with Performance Support Services to identify and action training needs and quality improvement opportunities. Insure appropriate new product and policy/procedure training is done in a timely manner and communicated to all necessary team members
• Recommend new approaches, policies and procedures to effect continual improvements in the efficiency and effectiveness of the department and services performed. Support and champion organizational change initiatives
• Facilitate collaborative problem solving strategies to resolve issues through effective communication with all levels of internal customers with success translating into improvement in external customer first call resolution rate
• Bachelor’s degree in business or related field
• Desired 8-10 years overall customer service / contact center experience
• Desired 5 years contact center experience in a leadership role
• Leadership Skills – Demonstrated ability at building talent pools, engaging and inspiring people, setting / achieving high performance standards and championing change. Strong motivation skills leveraging a management-by-example process. Strong interpersonal skills and proven ability to work with all levels of employees
• Thinking and Administrative Skills - Solid analytical and problem solving skills. Ability to analyze trends and suggest solutions to challenges. Proven project management skills
• Organization Strategy Skills - Ability to identify and meet/exceed customer needs, anticipate future needs
• Motivation Skills - History of achieving aggressive organizational goals and objectives, conveying sense of urgency while moving beyond challenges and obstacles
• Communication Skills - Refined written and verbal communication skills. Ability to foster open communications, listen effectively and build strong partnership networks
• Technological Competence -Extensive knowledge of call center technology and the ability to leverage such tools to improve the customer and employee experience
• Strong computer/systems skills. Ability to utilize standard software applications to include MS Office suite

Customer Care & Consumer Products Coordinator Resume Examples & Samples

• Ability to travel and work variety of days/hours including periodic weekend coverage
• Strong proficiency in or ability to learn complex systems (SAP, Salesforce, CRM, HTML, Excel, PowerPoint, OPA, AtTask)
• Strong avidity for Customer Service approach in all interactions
• Superior interpersonal and communication skills (written and verbal)
• Detail oriented with strong analytical skills and the ability to multi-task
• Self-motivated and flexible
• Strong sports avidity around major sports and associated fantasy games

Customer Care Team Manager Resume Examples & Samples

• Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards
• Day to day decisions are generally made without seeking higher authority
• Has intensive interaction with subordinates through coaching and mentoring
• Has an impact on the success of the functional area

Customer Care & Insights Manager Resume Examples & Samples

• Review and approve of vendor administration, charges, and costs
• Create and present reports and recommendations based on customer feedback analysis, trends, and insights
• Coordinate with product, engineering, programming, and tech operations teams to identify, triage, and resolve customer-impacting issues
• Work with internal Affiliate Sales and Marketing (ASM) team to support new MVPD launches
• Develop and communicate escalation processes and paths with our MVPD partners
• Establish key points of customer support contacts across MVPDs
• 2+ years managing a customer service center or vendor
• Demonstrated track record managing a diverse array of projects concurrently
• Knowledge of Zendesk or similar SAAS ticketing system
• Ability to have on-call availability
• Experience working at a video player or digital media business
• Experience publishing content via a Content Management System

CTL Loan Servicing Customer Care Representatives Resume Examples & Samples

• Answer incoming calls from CTL clients and document system (Strategy, Call Type Database, Marketing Lead system)
• Provide positive and professional service with emphasis on one call resolution where possible while maintaining average handle time expectations
• Generate leads for new loans from incoming calls, take marketing leads and complete lead Tracker, encourage callers to sign up for AutoPay (automatic payment draft)
• Clearly and accurately explain all aspects of ARMs, Escrows, Escrow Analyses, Loan Documents, Loan Histories, Payoffs, Prepayment Premiums, etc
• Accept and process PayConnexion transactions (pay by phone)
• Complete transaction forms to correct cash transactions and waive fees according to investor and company guidelines
• Complete tickets to obtain in-depth information and research required from appropriate support departments
• Process returned mail and quality check mailing address changes
• Perform additional duties as requested by Manager or Specialist
• 2-3 years call center experience in mortgage loan environment
• Excellent customer service skills with clear and positive telephone manner
• Must have strong written and accurate keyboarding skills
• Complete understanding of mortgage mathematics and mortgage mechanics (amortization, payment application, ARM adjustments , prepayment charges, late charges, etc)
• Self-driven, eager to learn
• High School Diploma or equivalent required (some college preferred)

Elavon VP of Customer Care Resume Examples & Samples

• 10+ years’ experience in call center environment
• Industry & technical knowledge of contact center
• People Management
• Managing and Improving Process
• Excellent Communication skills

Customer Care Development Program Resume Examples & Samples

• Bachelor’s degree in Business Administration, Communications, Finance, Accounting, Management, Marketing, Economics or other related fields
• Excellent academic record, 3.0 GPA or greater
• Senior graduating December 2014 – June 2015; or recent college graduates
• Achievement and demonstrated leadership skills in non-academic pursuits
• Demonstrated Problem solving in non-academic pursuits
• Ability to establish rapport and actively listen through strong communication skills
• Ability to work in teams and collaborate with diverse groups
• Ability to work & continuously learn in a face-paced & dynamic environment
• Experience working in a Retail environment preferred
• Technical skills and comfort in learning and using new technology
• High ethical standards
• Must have U.S. Citizenship or Permanent Residency Visa

Global Customer Care Cross Functional Architect Resume Examples & Samples

• Design overall technology architecture for the support business and be able to gain consensus on this design between SDA domain leads, domain architects, IT and business leaders
• Ability to link multiple project teams together to ensure a common roadmap and service systems architecture is employed
• Follow Business Architecture Process Methodology on a project by project basis to support all plan of record projects
• Engage IT on solution architecture and design
• Manage the technology portfolio and roadmap for each domain
• Work hand in hand with domain leads within the SDA group in order to contribute to process consolidation and reengineering activities for the customer service organization as it relates to the definition and usage of technology
• Conduct industry architecture and tools benchmarking specific to the support business
• Lead vendor and tools evaluation and selection when appropriate
• Perform detailed business analysis to formulate business/technical requirements and subsequently identify, investigate and recommend technology capabilities and innovative solutions that address business objectives
• Represent the interests of the support function in the definition and design of the delivered solutions
• Ensure all technology solutions align with Assisted, Front End, Back End, Web and pan-HP systems architecture roadmaps
• 5 to 7 years in process reengineering and systems delivery related positions required
• Three to five years of Customer service experience required
• Management/IT consulting experience preferred
• CRM Service application experience preferred (Salesforce.com)
• Field Service Management application experience preferred
• Web site development experience preferred
• Knowledge Management system application experience preferred

Customer Care Voice Senior Rep Resume Examples & Samples

• Maintains appropriate records and performs related administrative and clerical functions. Uses computerized system for tracking, information gathering, and/or troubleshooting
• Candidates must have at least 1 year international call center experience handling a Customer Service account for a minimum of 6 months
• Able to deal with high stress situations
• Flexible and strong ability to multitask

Customer Care Voice Supervisor Resume Examples & Samples

• Lead a team of 25 to 35 call center associates and meet the client goals & SLAs
• Builds strong relationships with customers and across work areas to improve services and ensure service levels are being met
• May contribute to financial and resource planning of the team. Leads team in the achievement of project milestones and department objectives
• Oversee preparation of daily / weekly and Monthly reports
• Handle Client Communication
• Act as a role model, coaching/mentoring members of the team and ensuring Client service delivery
• Set clear Objectives to the team and Manage performance review in a timely manner

Customer Care Voice Senior Representative Resume Examples & Samples

• Performs outbound calls to US Healthcare Insurance companies to ensure collection of outstanding account balance
• Maintains database/systems by entering, updating, and retrieving data, as well as formatting and generating reports
• Assists in resolution of outstanding balance problems from past due accounts
• Responds to inquiries or complaints received through phone and/or email with customers
• Serves as liaison between customers and various company departments
• Researches customer requests, analyzes customer needs, communicates professionally in written format, processes any approved payments to the customer and maintains daily log tracking sheets
• Undergraduates are open to apply, no Call Center experience needed
• Candidates with previous customer service experience in the call center industry is a plus
• Strong verbal and written English communication skills
• Willing to work in shifting schedules

Customer Care Analyst Secure Works Resume Examples & Samples

• Work in a shift-based schedule within a 24X7 Security Operations Center
• Take ownership of, triage, and update tickets generated by a CRM ticketing system including English to Japanese translation assistance
• Take ownership of and troubleshoot alerts generated by the health monitoring system. Alerts can be related to unreachable devices, devices not reporting events, and miscellaneous hardware and software failures
• Resolve problems introduced into client networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs
• Respond to inbound phone and electronic requests for technical assistance with Dell SecureWorks services
• Respond to Portal or report generation assistance or requests and translate into Japanese language
• Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction. Assess and escalate to next level as needed. Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers on a daily basis
• Meet service level agreements regarding response time and customer notification as it pertains to Dell SecureWorks’ Managed Security Services
• Document and/or translate all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level
• Utilize internal guidelines for effective call processing and escalation of reported problems
• Remotely assist with basic technical support related the management and monitoring of customer security devices; this support will include, but not be limited to, assisting customers with the replacement of defective security devices, setting up read-only accounts to 3rd party management consoles, modifying customer portal account views, etc
• Generate and update technical documentation as required
• Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
• Fluency in Japanese and English languages is required
• 4-6 years of relevant experience or equivalent combination of education and work experience; undergraduate degree and 0-2 years of relevant experience
• Demonstrate excellent communication and customer care skills by documenting all analysis work performed
• Basic understanding of intrusion detection, firewall operations, and other general security practices is preferred
• Basic understanding of Unix or Linux operating systems
• Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model
• CCNA/A+/Linux+ Certifications a plus
• Basic understanding of Unix or Linux operating systems including, but not limited to
• Navigating the directory structure
• Managing processes
• Obtaining system statistics such as CPU, memory, disk, network interface etc
• Identifying potential problems from system logs

Customer Care Voice Associate Resume Examples & Samples

• Excellent skills using all tools in Microsoft Office
• Comfortable with all types of office technology including copiers, scanners, fax, mailroom and phones
• Able to work independently, with general direction on a wide range of administrative tasks
• Ability to prioritize and work on multiple tasks to meet needed deadlines
• Ability to organize work areas for maximum efficiency
• Team-first person, with focus on supporting the team and its members
• Responsible for stabilizing transitioned call center processes and defining standard operating procedures
• Act as the face of the project to the end customer. Client interaction in a professional manner is critical
• Responsible for developing operational and tactical plans to ensure adherence to service level agreements
• Ensures team is effectively staffed to meet client SLAs
• Directs the efforts of a large group (including call center supervisors and call center representatives) in the achievement of the customer service objectives of the team
• Lead and manage over all aspects of the team from a process delivery and quality offering perspective
• Provide customer service to Life and Annuity customers and agents over the phone. Document disposition and resolution of calls. This is a very phone oriented role, and up to 100% of a typical day will be spent assisting customers on the phone
• Utilize multiple platforms and applications simultaneously (including both Microsoft Office products and proprietary systems)
• Provide support for multiple insurance carriers and product lines
• Required availability to work 7:00 AM to 6:00 PM, M-F. Shifts may change as frequently as weekly (within range listed above)
• 1+ year relevant experience in a customer service role required
• Experience using Microsoft Office-based tools, including but not limited to Outlook, Word and Excel. Ability to manuever between multiple applications in Microsoft Windows environment, and utilizing a proprietary mainframe system
• Good keyboarding/typing skills
• Consistent work history required

Customer Care Voice Team Lead Resume Examples & Samples

• Ensure accurate and timely completion of transactions to meet or exceed client SLAs
• Identify and resolve both regular and non-routine problems
• Work on preparation of SOPs/ process transitions
• Coach, motivate and guide team members
• Delegate work to team members
• Regularly review the work of other team members
• Identify opportunities for improvement; recommend possible training opportunities
• Provide input into goal setting and provide performance feedback (however, does not conduct performance reviews and not responsible for direct supervision)
• Ensure team is meeting or exceeding contractual and service level obligations to customers
• Adapt team priorities to respond to customer and business partner needs
• High school diploma or equivalent with 5-7 years of relevant work experience

Customer Care Voice Associate Lincoln Nebraska Resume Examples & Samples

• Provide front-line phone customer service to policyholders, beneficiaries, agents, and internal customers. Ensure customer satisfaction and strive to ensure service standards are met
• A typical day will likely involve fielding between 75 to 100 calls
• Communicate effectively and professionally with both internal and external customers to resolve questions and issues
• Develop and maintain a solid working knowledge of the insurance industry and of all products, services and processes performed by the team
• Collaborate with management or other team members as appropriate to proactively address service issues and concerns
• Required schedule availability for this position is Monday-Friday 7:00 am to 7:00 pm. Possible shifts required might include 7am-4pm, 8am-5pm, 9am-6pm, and 10am-7pm. Must be available for all as needed

Customer Care Voice Associate nd Shift Resume Examples & Samples

• Completes wide range of tasks and assignments. Projects and assignments are typically non-routine and variable in nature
• Researches customer requests, analyzes customer needs, communicates professionally in written format, and maintains daily log tracking sheets
• Integrates understanding of departmental issues and how related areas interact to achieve results
• Takes escalated calls from providers/callers
• Provides support to the Team Lead and assists the customer service team for problem resolution
• Utilizes best practice processes around work assignments, project management, quality of output, and service level agreements
• Uses computerized system for tracking, information gathering, and/or troubleshooting
• Applies advanced and demonstrated knowledge of a wide range of policies and procedures for the area
• Develops an understanding of internal operations and how related functional areas interact to achieve results
• Improves efficiency, quality, and service of ongoing work while providing direction/coaching to less experienced team members
• Interfaces with customers, internal departments, and clients in the resolution of complex inquiries

Director of Customer Care Resume Examples & Samples

• Deliver excellent service
• Responsible for planning, budgeting, managing expense priorities
• Strategically lead the team (priorities, vision, culture) while also identifying the detail when appropriate to drive continuous improvement
• Sets and measures performance standards to meet service goals of company; coaches Team in order to achieve high performance and structures the training agenda to meet their needs
• Build, mentor, coach and develop a team of professionals to grow bench strength and next level readiness
• Cultivate and model a servant leadership style that is consistent with ModCulture and creates a highly motivated and engaged team

Agent, Customer Care Resume Examples & Samples

• Answering calls and emails related to Super Écran, Cinépop & Disney Junior
• Provide information for customers and future subscribers
• When potential clients call, stimulate subscriptions for Super Écran
• Follow-ups for the other Agent
• Any other related tasks
• Excellent written French
• Communication skills for sales
• Must be familiar with Word, Excel and Internet
• Functional bilingualism
• Working hours : from 4 :00 to 8 :00 PM (2 to 3 days per week from Monday to Friday – time split with other Agent)
• If available, may be required to participate in trainings given to different TV distributor’s call centers (between 10:00 and 3:00)

Customer Care Senior Supervisor Resume Examples & Samples

• 5 years and above banking working experience especially in Service and Operation area
• Passionate in service and regulation mater in Banking industry in Indonesia
• Familiar with Citibank product, banking operations and legal compliance knowledge up to date
• Awareness of company policies and procedures
• Keep up to date with bank systems and technology
• Proven written/verbal communication and interpersonal skills
• Strong negotiation and presentation skills

Director of Customer Care Digital Channels Development Resume Examples & Samples

• Identify new revenue opportunities in the contact center digital space (e.g., Tokenization-ApplePay, IVR/VRU, Social Media, etc.) by development and or enhancement of products/features
• Manage the entire product lifecycle from strategic planning to tactical activities including the product roadmap
• Define required strategic projects and prepares business case presentations and conduct reviews with key stakeholders for approval
• Work with financial team to develop pricing strategy for new products and services
• Support sales process for contact center digital products and services including preparing client presentations
• Coordinate various GCCS teams during implementation of products and services
• Responsible for financial forecast and tracking
• Define and monitor key metrics for measuring product success. Track and report product performance
• Develop service model for supporting social media customer interactions and escalations
• Develop Social Care Playbook (including industry dynamics, channel integration, and business processes) for all clients’ social media channels
• Minimum of 12 years work experience, and 7 years management experience in service management function within a customer service center
• A thorough understanding of current best practices in contact centers including products and services
• Understanding of financial concepts including P&L and ROI models
• Strong analytical, interpersonal and communications skills to build compelling business cases in order to win internal support for the product enhancements and plans
• The successful candidate will be a self-starter; this individual must be adaptable, persuasive, tenacious and perceptive and be able to execute a well-developed plan
• Outstanding management skills including the ability to manage by influence in a cross functional organization
• Excellent oral and written communication, analytical and problem solving skills, including the ability to collaborate across the organization to drive results and ability to prepare presentations to a senior manager audience
• Ability to organize and prioritize multiple ongoing tasks
• Passion for customer service excellence
• Able to work effectively with people with different backgrounds, ideas, and perspectives
• Able to travel on a limited basis – less than 25%

Customer Care Data Analyst Resume Examples & Samples

• Bachelor's Degree in Business, Mathematics, Computer Science or equivalent work experience required
• Two years' experience with IVR, Avaya, Call Center Operations and Workforce Management reporting or equivalent experience required
• Demonstrated organizational, prioritization, and time management skills to ensure that work related activities are completed in an accurate and timely manner
• Proficiency in Microsoft Office applications required; should be an advanced user of Excel, PowerPoint, and Access
• Thrives in a highly variable work environment with rapidly changing priorities, and workload
• Complete working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) and experience in report creation is required
• Knowledge of Visual Basic, HTML and Microsoft SSRS report development also highly preferred with JAVA and Micro Strategy experience a plus
• Travel will be required (at most quarterly) to attend work related meetings and training sessions
• Weekend and evening work as needed to meet reporting deadlines

Customer Care Incentive Coordinator Resume Examples & Samples

• Evaluate and communicate the return on investment (ROI) for all dollars spent on incentives and be able to draw a parallel to increased productivity by utilizing the correlation between productivity (score card results) and dollars spent on incentives
• Create, implement and manage in house incentive programs that will create excitement around call center goals and drive revenue generation in advancing the business forward
• Responsible for executing employee recognition programs
• Present incentive programs with a strong understanding of the business relationship between ROI and the agent/supervisor performance that TWC rewards
• Educate and motivate the leadership team and agents on all incentives programs offered
• Collaborate with telecom industry to establish and benchmark best practices regarding incentive programs
• Responsible for planning and coordinating monthly and quarterly performance recognition displays and events
• Acts as liaison with Marketing department to align strategies for Sales Retention
• Excellent written and verbal communication required
• Must be able to maintain regular attendance
• Must be able to interact in a positive manner with coworkers, follow directions and work rules, and accepts constructive feedback
• Bachelor degree in Business or Finance or equivalent experience preferred

Japanese Customer Care Resume Examples & Samples

• You will be part of a multinational team and fully trained up before you start working in the role
• You will be assigned to a specific market and help customer with their technical and non-technical queries
• You will strive to exceed customer service expectations
• Fluency in English and Japanese
• Minimum of 1- 2 year customer service/ call centre experience ideally within an international compamy
• Strong customer service and comunication skills
• People relationship building skills

Mgr, Customer Care Resume Examples & Samples

• 1) Manage and direct a team of supervisors of inbound call center agents servicing core video, high speed data and digital phone customers contacting the center via telephone, email and written correspondence
• 2) Ensure team meets goals and objectives as set forth by the call center management. Goals will include, but are not limited to, schedule adherence, attendance, average handle time and quality
• 3) Increase productivity of agents through effective management of supervisors
• 4) Maintain oversight of QA/Training results to ensure agents are fully knowledgeable of product, pricing, equipment, processes and service options and are meeting or exceeding established goals for quality
• 5) Recommend and manage functional area capital and operating budgets and expenditures
• 6) Plan, acquire and ensure that team utilizes sales skills, retention skills, billing system knowledge and troubleshooting techniques for core video, high speed data and digital phone product lines. This knowledge can be acquired through training, online reference guides, documentation, playbooks and other sources
• 7) Establish and maintain exceptional lines of communication and professional relationships with other areas within the division including advanced support/escalation team, dispatch, customer accounting, technical operations, engineering, and marketing
• 8) Report the activities of the team to upper management in an effective, accurate and timely manner. Utilize team data to analyze effectiveness, results and opportunities for improvement
• 9) Ensure team meets or exceeds established customer service standards and service levels through partnership with workforce management
• 10) Utilize Division approved practices in performing hiring, disciplinary action, staff development, goal setting, performance reviews and adhering to safety practices. Support policies and procedures including diversity initiatives and AA/EEO goals
• 11) Ensure that duties, responsibilities, accountabilities and authority of direct reports are defined and understood
• 12) Perform other duties as assigned
• 13) Support all department and company goals and objectives

VP, Customer Care Resume Examples & Samples

• A minimum of ten years of experience in marketing, customer service and contact centers
• Ability to think and perform both tactically and strategically
• Ability to lead programs from ideation to production
• Cross-functional sell-in and leadership skills in order to provide a “voice of customer feedback loop” into the business
• Highly proficient in team building and management, policy and procedure development, and problem resolution
• Digital savvy, including deep knowledge of utilizing and implementing enabling technology (e.g. CRM, and other contact center tools) to drive process improvement
• Experience in customer support via social channels
• Outstanding analytical and communication skills
• Extreme detail orientation
• Ability to interact with all levels of the organization including executives
• Knowledge of the cable, satellite or telco industries or other subscription business Deep knowledge of customer service, contact center technologies and related regulatory mandates
• Excellent computer skills—Word, Excel, PowerPoint

Customer Care Quality Analyst Resume Examples & Samples

• Consistently provide feedback and suggestions to improve the process content available in MyCompass
• Recommend alternatives for the format and accessibility of information available in MyCompass
• Align processes handled within the Quality Assistant team and work with Training and Quality to create MyCompass documents that address QA specific issues
• Create monthly tracking reports
• Provide input and feedback on system enhancements and deployments
• Complete various projects or tasks given by management
• Research lost payments
• 1 to 2 years automotive finance experience
• Demonstrates a positive approach to day to day and unique challenges
• Proficient with MS Office products
• Able to convey confidence and credibility over the telephone
• Pleasant phone personality
• Ability to coach, mentor and share knowledge
• Diversified and multi-departmental background

Customer Care / Collections Representative Resume Examples & Samples

• Demonstrated and good knowledge of secured and unsecured loan related documents
• High school diploma or equivalent; some college preferred
• Minimum of two years previous customer care or collection experience for newly hired associates or experience demonstrating a thorough understanding of the collection process and the techniques used to obtain customer commitment to pay on a past due account
• One (1) year of meeting performance expectations (100% minimum goal achievement) or 6 months of exceeding performance expectations. Ranked in top 25% of department
• Excellent communication skills; both verbal and written, basic typing skills; and a complete understanding of collections computer system
• Will be required to work varied shifts as determined by management

Lead Customer Care Incident Manager Resume Examples & Samples

• Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service
• Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams
• Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contacts
• Manages high-visibility customer escalations requiring immediate follow-up
• Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up
• Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning
• Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level
• Drives special projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior
• Minimum 2 years of operational team management at supervisor-level or higher
• 4 years technical experience in supporting high availability solutions
• Proven leadership of technical support or project teams
• Proven technical/functional knowledge of Sabre products, or equivalent
• Proven understanding of general application systems and back-end processes
• Excellent communication skills (mandatory)
• Ability to lead teams in very dynamic environments
• Ability to multi-task under pressure
• Proven sense of urgency attention to detail and high sense of responsibility
• Experience in leading project teams

Customer Care Senior Asst Resume Examples & Samples

• Someone who is able to thrive under pressure
• The ability of prioritizing your work load each day and understand what priority is
• Be able to work within a large organization and maintain solid relationships with your team members who are not only situated in your local office but offshore also
• Fluent Speaker of English
• Working in a call centre environment the successful applicant would determinerequirements of the caller and provide guidance and support using all available tools and systems
• Managecases within a workload management tool and ensuring all SLAs are met
• Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience
• Must be proficient with MS Excel, Word and Outlook
• Ability to handle multiple tasks and prioritize while working in fast paced call center environment
• Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood
• Bachelor’s Degree preferred (will consider Associates with experience)
• Essential experience includes some experience with benefits, human resources or payroll. Will also consider candidates with a minimum of 2-4 years of call center experience
• Minimum typing 25 wpm
• Develop a strategic vision for multi-location service organizations in support of Company objectives
• Design and implement a service model and standards across the varying service organizations that enables customers to be served on their terms - how, when and where they want to
• Provide hands-on leadership that drives continuous improvement of Nordstrom customer service in a way that keeps Nordstrom true to its values yet relevant to its customers
• Develop technology roadmap that delivers an increased competitive advantage and drive efficiencies without compromising Nordstrom’s customer service promise
• Create and implement transparent customer service dashboards that allow the team to see how well customers are being serviced across brands
• Anticipate future business changes and challenges and proactively develop and implement new or revised plans to remain at the top of our competition
• Stay current on industry practices and issues, assessing and communicating their potential impact on the business
• Manage financial aspects and P&L budgets to drive efficiencies and continuous improvement across all Contact Centers
• Develop a multiyear workforce plan across all Contact Centers
• Strategic leader with a minimum of 10 years experience in customer care and a proven record of enhancing the service experience across multiple brands, contact centers and customer segments
• Proven ability to translate creative ideas into strategic and business logic to all levels of the organization, from board members and executives to front line employees
• Ability to effectively collaborate and influence others while working toward common company goals
• Demonstrated ability to develop, implement, and deliver award winning customer service solutions leveraging the latest technology
• Proven success leading and motivating large cross-functional remote teams
• Must be a critical thinker with strong problem-solving abilities
• Experience with large, data driven organization
• Adept with common industry performance indicators for customer service and contact center measures, technology trends and developments
• Intellectually curious and willing to seek out and leverage ideas across the world of service
• Experience identifying and making organizational process improvements
• Demonstrated ability to manage a heavy workload in a fast-paced environment
• Demonstrated ability to manage large budgets in a cost-effective manner

Customer Care / Collections Rep Resume Examples & Samples

• Basic knowledge of secured and unsecured loan related documents
• Previous collection or customer service experience preferred
• High school diploma or equivalent. Some college courses desirable
• Excellent communication skills; both verbal and written, basic typing skills
• Working knowledge of internet and other collections computer systems
• May work varied shifts as determined by management

Customer Care Lead Resume Examples & Samples

• Analyzes, interprets and resolves subscriber problems that relate in any way to our products or services; handles to completion customer concerns which have been escalated from a Customer Care Representative. Responds to customer correspondence, customer complaints and escalated customer calls
• Assists Customer Care agents in answering questions and/or providing coaching to ensure they understand troubleshooting, all products and services, and have strong knowledge of policies and procedures
• Promotes Time Warner Cable’s goals for Customer Care, provides guidance to agents toward attaining those goals, and meeting individual and team goals within the department
• Works closely with new CCR’s and assist with briefings, trainings or other coaching opportunities as needed, and provides feedback and trending information to supervisors or managers as appropriate
• Demonstrates support for excellent customer service and assists in building team environment
• Assists in identifying call driver activity and real time agent efficiencies. Works with the Call Center Supervisors and Managers to identify training needs and develop training programs
• Works with management team to develop leadership skills
• Participate in ongoing training & development in Customer Care policies, procedural changes products and services as they occur
• Remain proficient in all CSR’s job responsibilities; will assist in taking calls and resolving customer issues as assigned
• Performs other duties as assigned.QUALIFICATIONS
• Minimum of six (6) months experience as a Customer Care Representative in a Time Warner Cable Call Center
• Meets performance objectives at expectations or above as defined by their current department
• No Written Warnings or above in any category
• Must be flexible on scheduled shift assignments including evening, overnight and weekend assignments and on-call coverage
• Requires extensive experience in the area of customer service
• Excellent written and oral communications and organizational skills are required
• Strong presentation skills a plus
• Strong attention to detail and proven record of follow-through on assigned tasks and excellent decision making skills
• Demonstrates leadership ability, good interpersonal skills and maintain a professional attitude
• Must maintain a high level of confidentiality and good judgment in dealing with customer and employee issues
• Knowledge of cable, high-speed data and digital phone

Summer Student Customer Care, Northernt Tel Resume Examples & Samples

• Ability to prioritize workload based on customer demands and expectations
• Excellent telephone skills and professionalism
• Excellent computer skills – in-house systems (Infocom, Secret, Microsoft Office (Word, Excel, Access))
• Sound problem-solving, decision-making, organizational, planning skills, positive attitude
• Flexibility in workload assignments based on business needs
• Ability to multi-task, handle customer follow ups and emails
• Good negotiating and conflict resolution skills
• Sound analytical and problem solving skills
• Work in a fast paced, continually changing call center environment
• Interface with other departments
• Handle customer contacts with tact, diplomacy, and courtesy at all times
• Work flexible work schedules to meet customer demands
• Provide quality service and ensure total customer satisfaction at all times
• Work effectively as a team member while at the same time being able to work with limited supervision
• Successfully complete training sessions required by the position-essential
• Demonstrate ability to learn and comprehend new product knowledge

Customer Care Operations Director Resume Examples & Samples

• 25% travel required
• Bachelor’s or advanced degree preferred
• 8 – 10 years of experience in Federal Family Education Loan (FFEL) program
• Knowledgeable of FFEL regulations with demonstrated performance in a highly regulated operation
• Proficient (medium to high skill level) with various desktop applications such as Microsoft Excel, Word, PowerPoint

Customer Care Senior Asst With English Resume Examples & Samples

• Someone who understand SLA’s and the importance of meeting them
• Someone who looks to remain and build a career within Barcelona
• Experience related with Human Resources would be an advantage but not essential
• Someone who has excellentCommunication skillsboth written and oral
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests to relevant teams

VP, Customer Care Carolinas Resume Examples & Samples

• Staff Management including responsibility for providing leadership of Customer Care team ensuring customer experience is priority throughout the organization
• Day-to-Day Operations to include implementing and overseeing operating systems including policies, procedures, and operating structure
• Evaluate, present and drive improvement opportunities. Analyzes operations and efficiency of the contact centers and ensures training, monitoring and coaching of customer care personnel
• Drives compliance of customer service standards, policies and procedures to improve customer satisfaction and retention
• Accountable for creating and managing operating budget
• Credits and adjustments
• Billing accuracy
• Revenue related policy enforcement
• Expertise in call center operations management and call center business operations. Proven proficiency in utilizing technology (workforce productivity software, skills based call routing) to improve call center operating effectiveness and efficiency
• Must possess excellent written, verbal, and interpersonal communication skills including the ability to successfully negotiate and interact with all levels of management, staff, and the public
• Previous experience analyzing data, creating and managing call center budgets, developing strategies/processes and implementing applications required
• Ability to process information accurately in order to follow directions, provide direction to others and possess skills necessary for decision making
• MS Word, Excel, PowerPoint and knowledge of the internet and use of web-based applications
• 7-10 years - Call center management, large operations (350-650 employees), multiple sites, multiple call types, service & sales focused environment and managing a geographically dispersed team
• 7-10 years - Call center workforce management, reporting, matrix reporting

Regional VP Customer Care Resume Examples & Samples

• Provides customer service leadership in a heavilymatrixed environment with regard to all facets of operations analysis, performance management, and time entry
• Plans, develops, and implements management strategy to respond to customer needs and market demands
• Ensures operating departments comprehend the expense process and allocate their resources in a cost-effective manner
• Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the departments

Customer Care Senior Spec Resume Examples & Samples

• As a BSR you will be part of a team responsible for the delivery of quality member contact service to the client. You will meet with excellent growth and development opportunities
• Representatives take anywhere between 30-40 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone. · This particular ‘call centre environment’ is one that deals with members that need information about their retirement benefits
• Respond to inquiries from plan participants using plan specific information in a PC Windows environment · Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions) · Write up telephone call records where appropriate, addressing the content of plan participant · Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative · Request plan materials be sent to participants · May monitor peer calls and provide development and coaching feedback to improve performance
• Excellent oral and written communication skills with a particular emphasis on articulation and grammar. · Excellent customer service skills · Work experience in a service oriented environment · Ability to interact with peers and plan participants · Organizational skills, with the ability to handle multiple tasks simultaneously · Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants · Listening skills · Ability to work effectively in a team environment · Judgment and decision making skills

Specialist, Customer Care Resume Examples & Samples

• Responsible for resolving escalated concerns from Time Warner Cable Residential Customers by way of multiple media sources
• Utilize a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services
• Demonstrate accountability, follow- through, and appropriate sense of urgency
• Acts as a liaison between all departments to coordinate and resolve escalations
• Responsible for investigating and performing a root cause analysis on escalations as defined in the team’s processes and procedures
• Responsible for the accuracy verification, routing, and monitoring of all escalations entered via IssueTrak from front line personnel
• Demonstrate sound judgment in accuracy verification, prioritization of escalations, and follow through with customers after a resolution has been reached
• This position requires 1 to 3 years of equivalent escalation resolution or cooperative conflict resolution experience in a public contact/customer relations environment
• Minimum of 3 or more years of customer service related experience. (i.e., Customer Service in Cable or Telecommunications.)

Global Customer Care Service Resume Examples & Samples

• 2-3 years of experience as a corporate trainer or in a job capacity that includes training support responsibilities
• Experience with process/system documentation is preferred
• At least 1 year of experience as Customer Service Representative or Lead in international environment is preferred
• Able to convey information clearly, concisely, and effectively when speaking one-on-one or in groups and through written documents and email
• Able to leverage internal and interdepartmental partnerships to ensure optimal results
• Capable of working effectively in teams and with people who have different backgrounds, ideas, perspectives, disciplines, and values
• Must be able to solve problems creatively
• Must be well organized and have an ability to multi-task
• Capability to learn new technologies quickly and PC skills including Microsoft Office required
• A thorough understanding of CSS policies and procedures is preferred
• Fluency in Spanish and/or Portuguese is preferred

Customer Care MIS Data Analyst Resume Examples & Samples

• Ensure fulfillment of CitiPhone procedures – control function based on approved control steps
• Prepare regular or adhoc reports using MS SQL, evaluate data and come up with ideas how to further increase quality of service
• Play role of Support for all systems used in Call center. Be in daily touch with technology team in order to escalate any issues in timely manner
• To provide full support to business on assigned system project
• To evaluate the functionality of the system and to give proposals for the improvement
• To actively participate in assigned projects in every stage and after project implementation to perform the assistance in problem resolution
• To actively initiate internal reingeneering activities in order to improve effectivity and productivity
• To maintain and develope Customer Care MS Integration services and related daily data processing
• Provide database support to Customer Care, ensure daily DataMart accurancy and on time delivery

Lead, Customer Care Resume Examples & Samples

• Responsible for assisting representatives with account activation, troubleshooting, maintenance, billing, problem solving, modification, enhancement and when required de-activation
• Troubleshoot complex problems with accounts, billing systems and services
• Demonstrate specialized knowledge in more difficult technical support activities which are non-routine and require deviation from standard screens, scripts and procedures
• Support all of the following products and services: high speed data, data solutions, video and digital phone
• Work is generally supervised and reviewed for timeliness, accuracy, leadership and good judgment
• Other duties as assigned.Essential Job Functions
• Interact with customers by telephone but also may provide service via email, chat rooms, mail or fax
• Handle escalated and unresolved calls from less experienced representatives
• May assess needs and suggest/promote alternative products or services
• Anticipate and prevents, to the extent possible, problems and roadblocks before they occur
• Adapt standard responses and performs extensive research according to complexity of the problem
• Act as a resource for direction, training, and guidance for less experienced staff
• Determine methods and procedures on new assignments.Job Requirements
• Must meet or exceed metric requirements for past 120 days
• Applies judgment in analyzing and resolving problems
• Must have job knowledge on products, programming, pricing, sales, offers, campaigns, customer retention & technical support
• Requires in depth technical knowledge of the company’s products and services
• Able to identify outages and service issues affecting a service area
• Able to actively listen and de-escalate a customer situation
• Able to prioritize, manage work time and multi-task
• Able to work with and use: Billing System, Unified, Chat Tool, OMSE, KEY, OCH, NYROC, IssueTrak, CMS, NICE, Excel and Word
• No written or above corrective action on filePreferred Qualifications
• 5 or more years of directly related experience
• Must complete advanced billing and repair training prior to or within 90 days of being in the position.Education and Experience

Customer Care Senior Assistant With English Resume Examples & Samples

• Gathers information, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner
• Provides functional guidance, training and assistance to lower level staff. Provides assistance, training and troubleshooting support to lower level staff
• Schedules work to ensures accurate phone coverage and monitors priority of calls and shifts escalated calls to assure resolution to problems

Customer Care Senior Assistant With English & German Resume Examples & Samples

• In-bound calls from Tyco employees mostly about log-in and navigational inquiries for Workday and LMS (Tier 1 scope)
• Respond to email inquiries. Email support is ‘English’ only
• Callers can also leave messages via voicemail. The reps would also have to respond to voicemails and call the customer back (Tier 1 scope)
• They will also do High Volume Recruiting (manual encoding work)

Fall Customer Care Intern Resume Examples & Samples

• Answer customer email inquiries in the Tory Burch brand voice
• Live chat with customers and answer questions about product, order, checkout, etc. related inquiries
• Assist with miscellaneous projects and initiatives for team trainings, product detail, etc
• Must be a full or part-time student working towards a degree
• Must be able to work a minimum of 16 hours a week(two or three full days preferred)
• Must be able to receive pay for the internship(we do not require you receive school credit)
• Junior, senior, or grad student studying communications, PR, English, or a relevant major desired
• Previous communications, ecommerce, or writing internships preferred
• Positive attitude and enthusiam
• Team player with a desire to learn
• Located in or around the New Jersey area or have the ability to relocate for the semester

Customer Care Senior Asst-project Based Resume Examples & Samples

• Customer Service experience (retail, call center, sales)
• Great attitude, fast learner, team work skills
• Be able to identify customer needs & provide phone guidance
• Basic/intermediate computer knowledge

English & Spanish Customer Care Evenings Resume Examples & Samples

• Dealing with US and Latin American Spanish speaking clients via telephone and email
• Educating customers on the company applications and products
• Answering to any questions, resolving any problems and assisting them with queries
• Responding to customer queries (30% phone and 70% email) and assisting customers with their requests
• Working closely with other departments
• Complete Fluency in Spanish and English
• Additional fluency another European language would be a distinctive advantage
• Willingness to learn and progress within an international company

Customer Care-semi Voice Process Resume Examples & Samples

• Customer Service
• Basic Technical Skills in IT
• Company Profile**
• Representatives take anywhere between 30-40 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone
• This particular ‘call centre environment’ is one that deals with members that need information about their retirement benefits
• Respond to inquiries from plan participants using plan specific information in a PC Windows environment
• Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions)
• Write up telephone call records where appropriate, addressing the content of plan participant
• Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative
• Request plan materials be sent to participants
• May monitor peer calls and provide development and coaching feedback to improve performance
• Proficiency in PC Windows environment
• Excellent oral and written communication skills with a particular emphasis on articulation and grammar
• Work experience in a service oriented environment
• Ability to interact with peers and plan participants
• Organizational skills, with the ability to handle multiple tasks simultaneously
• Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants
• Ability to work effectively in a team environment
• Judgment and decision making skills

Customer Care Analyst Resume Examples & Samples

• Self- motivated
• Outgoing, positive, energetic attitude
• Valid U.S. driver’s license
• Strong in Microsoft Office Suite
• Possess excellent public speaking, communication, and presentation skills
• Ability to create presentations
• Ability to multi-task, manage time and workload effectively
• Ability to analyze new situations and apply problem-solving skills
• Ability to relate to providers/staff
• Ability to adapt to and incorporate new technologies
• Bachelor’s degree in Healthcare Administration or Business Management
• Five or more years in customer service
• Two plus years Medicaid or medical insurance experience
• Experience with event planning
• Attend and actively and effectively participate in DPHHS and Xerox Provider Relations meetings
• Confer with the Provider Relations Manager a minimum of 1 time per week
• Review e-mail a minimum of twice per day and respond promptly within 1 business day
• Retrieve voice mail messages 3 times daily and respond promptly within 24 hours
• Log all visits and incoming and outgoing telephone calls and e-mails in OmniTrack promptly. Include contact name, telephone number, issue, action taken, and action planned
• Enter complete OmniTrack records on all provider contacts
• Escalate provider issues that cannot be resolved without additional research assistance to the Provider Relations Manager. The point of contact is (1) a telephone call; (2) an online meeting (WebEx), and (3) a site visit
• Schedule provider site visits and perform research to identify significant issues in advance. Prepare for field visits in advance to ensure necessary material is available at the site
• Complete and submit the Xerox Field Representative Weekly Status Report by established due date
• Complete and submit Outlook calendars with confirmed provider visit appointment dates and times by established due dates for approval of travel
• Complete and submit accurate expense reports and mileage report weekly

Customer Care Sales Manager Resume Examples & Samples

• Develop and oversee a virtual banking experience for customers who are looking to conduct new business online or over the phone
• Develop and oversee inbound and outbound call team. Encourage associates to generate sales lead opportunities. Engage in supporting specialty products through outbound high-touch campaigns
• Responsible for ensuring team associates are meeting sales, service, operational and compliance metrics
• Partner with Product Research team to create meaningful metrics around sales results at the Call Center. Identify opportunities to increase sales and improve customer retention. Determine how the Call Center can assist in improving the banks “Fair Share” ratio
• Responsible for researching alternate sales strategies to continue to meet sales goals, while reducing overall customer attrition. Implement solutions and monitor for success
• Oversee the review and updates of training manuals and programs for the sales team. Collaborate with Shared Services Manager to optimize sales training for the entire Call Center team
• Responsible for establishing annual sales objectives by forecasting and developing sales goals for the call center team. Partner with Call Center Leadership team to develop referral goals for general inbound associates
• Responsible for ensuring sales team budget is within target goal
• More than eight (8) years of experience in a sales environment. Call Center sales experience preferred but not required
• Five (5) – eight (8) years of management experience leading a team of sales associates
• Extensive analytical, problem solving and creative thinking abilities
• Extensive inside sales experience and customer service skills required
• Ability to work in a fast-paced environment and meet assigned deadlines and assigned sales goals. Proven track record of producing quality sales results
• Extensive leadership skills required. Ability to demonstrate excellence in motivating, developing, and retaining associates
• Proven ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions
• Extensive experience with deposit and loan product sales for both consumer and small business customers. Underwriting skills preferred but not required
• Completed High School/GED required but 4-year college degree or equivalent work experience preferred
• Excellent oral and written communication
• Strong Computer/Software/Hardware Skills Needed – (i.e., MS Excel, MS Word, MS Project, SQL, Internet, Pass, etc.)
• Prior Health and Welfare benefits experience is preferred

Qualify & Transfer Customer Care Senior Asst Resume Examples & Samples

• Completes work with a limited degree of supervision
• Moderate computer skills, must be able to work autonomously in multiple programs. Preferred
• Previous call center experience in an in-bound and out-bound environment
• 1-2 years’ customer service experience
• Campus Vue experience strongly preferred though not required

Customer Care Team Leader Resume Examples & Samples

• Manage daily flow of orders for designated accounts (through EDI, RBM Terminals and manual orders); this includes managing order flows and building a close relationship with the warehouse and returns functions in order to meet delivery due deadlines
• Lead your team to minimise levels of discrepancy
• Minimise potential shortfalls and/or failures in customer orders through strong working relationships with sales and warehouse functions, and external customers
• Investigate customer claims and complaints proactively in conjunction with the warehouse function and transport carriers
• Ensure returned stock is credited correctly and physically correct
• Maintain and distribute reporting and key performance indicators
• Provides supervision, training, motivation and support for customer care supervisors and customer service representatives
• Recommend, implement, and document adherence to policies, processes, standards, workflows, and procedures related to the call center
• Must have 7 to 10 years of relevant work experience within a call center environment and/or the telecommunications industry
• Must be proficient in Microsoft Word, Excel, and PowerPoint
• Ability to effectively communicate and coordinate with all employee levels and work within a participative, fast paced, interactive team environment
• Must have excellent written and verbal communication skills
• Must be capable of working flexible hours as required by the needs of the department.PREFERRED QUALIFICATIONS

Virtual Banking Customer Care Center Manager Resume Examples & Samples

• Contributes in the execution and deployment plans of new Interactive Teller Machines (I.T.M.) and am expanding Customer Care Center
• Monitors all vital internal controls and operational requirements including audits, correspondence, files, and relevant records
• Enforces internal security procedures and best practices
• Communicates revisions of policies to appropriate department staff members
• Maintains control and regulatory compliance as measured by departmental audits
• Uses sound judgment along with well-defined policies, practices, and procedures to determine if transactions are valid and issues transaction overrides where/when deemed appropriate
• Endorses benefits of new technology and ensures positive customer and staff experiences
• Troubleshoots customer service issues related to I.T.M. kiosks and Customer Care Center inquiries soliciting assistance from internal/external technical partners as needed
• Follow all Bank Secrecy Act (B.S.A.) policies and/or procedures in order to assist in detecting and thwarting money laundering and other illegal activities being conducted through the bank
• Tracks, monitors, and reports all transaction activity, customer complaints, and enhancement opportunities within the department; researches and resolves complex customer issues and/or complaints and follows through to completion in a timely and satisfactory manner
• Maintains a working knowledge of teller and customer care service functions, I.T.M. and Customer Care Center functions (and perform duties in all areas as needed)
• Analyzes suspicious and/or unusual transactions for validity
• Responsible for the management of all personnel within divisions of ITM and Customer Care Center
• Builds a positive attitude and work environment among employees towards maintaining the highest possible levels and standards of customer service
• Maximizes customer service via training, motivating, and complex scheduling of employees for both divisions
• Strategizes and implements appropriate training programs and meetings for all personnel within the Customer Care Center and ITM departments to guarantee the highest possible levels and standards of customer service
• 5 plus years experience within a call center environment required
• Must have 3 plus years of lead or supervisory experience required
• Must have strong interpersonal skills working with both internal and external customers required
• Perform all duties of a Customer Service Associate
• Work with the Supervisor and Call Center Associates on a daily basis
• Provide support and feedback to Call Center Associates regarding work order entry and call handling
• Work the QAF Supervisor Callback Tool
• Assist Team with Escalated Customer Calls
• Handle and resolve complaints concerning billings, missed appointments, field personnel, office personnel, service problems and accounts disconnected in error
• Assist with customer service representatives’ training, cross training, monitoring and coaching. Assists with semi-annual evaluations and Performance Improvement Plans when applicable
• Assist with creating and maintaining a pleasant work environment by giving Call Center Associates positive feedback about their performance, participating in incentives and demonstrating fair and equal treatment
• Ensure coverage of phones
• Requires a high school diploma or equivalent required
• At least 12 months Call Center Experience while performing at the expected level required
• Knowledge and experience of a TWC CSR including the ability to effectively navigate the ICOMS billing system as well as other related applications in order to support the CSR group in sales, retention, technical troubleshooting and general billing related issues required
• Understand and exemplify the quality behaviors and expectations in delivering superior customer service to both internal and external customers required
• Ability to logically think through problems to reach a resolution; utilizes excellent listening skills to hear and understand customer needs
• Working knowledge of all Time Warner Cable’s products, programming choices and price points required
• Excellent organizational and reporting skills required
• Must be able to effectively interact with associates on all levels within the organization
• Must be able to maintain confidential business and personnel information in a professional manner
• Intra-Day Reporting, Call analysis, small scale project management preferred
• Internet/Verint/Dashboard/Clarify needed
• Analytical skills, critical thinking skills needed
• Ability to train

Team Leader Customer Care & Services Resume Examples & Samples

• Provide team leadership and coaching
• Develop a strategy the team will use to reach its goal, communicate clear instructions to team members and manage the flow of day to day tasks
• Motivate and inspire team members, listen to team members' feedback
• Intervene when necessary to aid the team members in resolving issues
• Interacts with other departments in order to improve flows and processes
• Provide reports with team's status, progress and results
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Recognize and celebrate team and team member accomplishments and exceptional performance
• Decision making and coaching abilities, inspire and motivate teamwork for achieving goals, a good team player capable to lead by setting a good example (role model: behavior consistent with words)
• The capability to work in a dynamic team, oriented in finding best solutions for our customers in a short time and under considerable pressure
• The drive to encourage creativity, risk taking and constant improvement
• The ability to think, communicate and present information effectively
• Integrity, initiative and focus on problem solving and collaboration
• Minimum 2 years of experience in banking
• Telesalesexperience
• Advanced English skills (in writing and verbally)
• University degree – preferably in Economics
• Very good skills of Microsoft Office (Word, Excel, Power Point, Visio), Internet Explorer

SVP Global Capability Leader Customer Care-xerox Business Services Resume Examples & Samples

• A minimum of 10 - 15 years of demonstrated experience leading and managing a global delivery Customer Care organization within the services business with a budget of at least $300M, preferably the last 3-5 years within a specific function focused on supporting a broad group of industries
• Proven leadership ability to recruit, attract, retain and manage a team of direct reports
• A proven track record of executing large scale migration of U.S. workforce to international offshore locations
• A track record of reducing costs, managing risks and delivering against SLAs within a matrixed environment leveraging technology and human capital
• Position requires international experience for both U.S. and international based clients
• Subject matter expertise in outsourcing solutions, business process redesign, innovative solutions, and organizational transformation Education
• An undergraduate degree is required, and an advanced degree is desirable
• Must be very detail orientated; able to remain focused in a fast paced environment
• Strong organizational skills to perform multiple tasks quickly and effectively
• Basic/intermediate understanding of computer technologies

Customer Care Muse Resume Examples & Samples

• Supports all contact channels by successfully handling inquiries via email, chat, phone and social media
• Manages and successfully attains daily SLA
• Assists with Front Desk duties when needed
• Acts as a peer coach, providing assistance, answering questions and resolving escalations
• Assists with customer email routing
• Ensures emails are not assigned to agents who are not scheduled
• Forward emails to OVG and OI team if need be
• Resolve out of office replies
• Escalates any issued for site errors, product errors, etc
• Monitor logs
• Submits and monitors product pulls and quality checks
• Participates in team building activities
• Provides follow up and action on customer service related issues escalated from other departments

Customer Care Operations Manager Resume Examples & Samples

• Minimum of 3-5 years of related supervisory/management experience with 1 year experience in successful task leadership or supervisory role Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems
• Possess strong interpersonal and leadership skills
• Must be at least 18 years of age or older If this describes you, then apply online today!

Procurement Customer Care Resume Examples & Samples

• This position shall be responsible for transaction processing, creation of requisitions, processing of requisitions, generation of Purchase Orders and change orders
• The incumbent may be required to handle research of historic spend and review of contracts for creation of Internal Catalogs
• The incumbent shall also be responsible for handling pre-defined sourcing related projects viz. Tactical Sourcing projects
• The incumbent shall also be required to work upon the Purchase Order exception handling process, review exceptions and work with business partners and procurement associates to clear the same
• The incumbent shall also be required for report structuring, including data gathering, timely & accurate execution of reports, including adhoc analysis
• The incumbent shall ensure compliance with Service Level Agreement and other internal guidelines of policies relating to the business area he/she is going to handle and must be controls conscious
• The incumbent will be required to participate in standardization and continuous improvement initiatives as well as other business partner initiatives, be flexible and change ready in a dynamic work environment
• The incumbent shall be required, among other things, to maintain close contact with customer/business partners, technologies and other interface groups
• The incumbent would be required to consistently work towards anticipating, meeting and exceeding customer’s requirements whilst ensuring effective teamwork at all times
• The incumbent should be able to maintain high accuracy, productivity standards and should have high willingness to learn
• Handling Procurement/Accounts Payable related phone queries - Answer calls coming into the Procurement Customer Care phone line from business partners (internal source) and from vendors (external sources)
• Responding to Procurement/ Accounts Payable related email queries - View, review and take action on the daily emails which come from internal employees as well as external vendors
• The incumbent shall also be responsible for processing sourcing requests (intakes)
• Timings: 10:30 PM – 7:00 AM (Night Shift)
• Pick and Drop Cabs provided
• Any Graduate with 1 - 2 years of post-qualification experience
• Must have good system skills viz. MS excel, word and main frame system
• Must have good written and verbal communication, interpersonal skills and be an effective team player
• Must have sound analytical skills
• Experience on Ariba

Supv, Customer Care Resume Examples & Samples

• Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries. Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department Monitors the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs Ensures productivity and department service levels standards are
• Trains, coaches, monitor, and reward Customer Care Representatives on various division marketing campaigns to achieve projected sales goals
• 6 plus months leading and/or coaching experience in a high-volume call center is requisite required
• Experience in upsell environment a preferred
• Required to use hand to type on a computer keyboard, handle objects and paperwork; Frequently required to sit, stand and bend at the knee and waist and walk
• Required to reach and hold on to items at chest level or reach above the shoulder
• Works primarily indoors throughout the year
• Will require occasional travel, using personal vehicle, to attend work related meetings and training sessions
• Must be available to work extended hours as needed

SVP North American Capability Leader Customer Care Resume Examples & Samples

• Establish strategic and operational plans
• Reduce costs, manage risks and deliver against SLAs
• Establish relationships with LOBs and manage SOWs that meet projected costs
• Participate in deal review process and insure due diligence and transparency of delivery
• Create clear RACI for delivery
• Manage a US team of 35,000 FTEs
• Grow (off shore) delivery centers and leverage innovation
• Manage efficient delivery models within a matrixed organization and develop strong relationships with Industry leaders
• Proven leadership ability to recruit, attract, retain and manage a team of direct reports and an employee population of at least 35,000 employees
• Experience developing and implementing reward and incentive plans specific to Customer Care human capital
• Strong business analytics and financial acumen
• An excellent reputation of partnering with other service providers and practices; including various internal practice areas
• Strong customer references; a successful record of managing and enhancing client relationships to ensure client satisfaction
• Subject matter expertise in outsourcing solutions, business process redesign, innovative solutions, and organizational transformation

Analyst, Customer Care Resume Examples & Samples

• Develops / Maintains forecasting models to predict call volume and key call statistics, with addition of future media initiatives
• Analyze, forecast, and recommend call center staffing levels to achieve targeted service levels and improve call center productivity
• Capture, store, analyze, and report on historical statistics (SL%, shrinkage, occupancy, AHT, forecast accuracy, etc.)
• Analyze call volume patterns by contact queue/type and service line
• Assist in identification of call volume trends and averages on a daily, monthly, quarterly, annual, and seasonal basis
• Report deviations from norm and recommend changes
• Advise management (up to VP level) of observed workflow issues and/or trends
• Communicate proactive adjustments to workforce requirements based on changing/dynamic forecasts
• Participate in enterprise level projects representing Forecasting expertise
• Collaborate with other departments to identify opportunities for improvement of resource utilization
• Provide guidance and effectively partner with appropriate business leaders to integrate member channel demand into the overall forecasted need
• Work in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including on-call duties for problem escalation
• No direct responsibility but will work closely with management on workforce recommendations. Will provide input on policies and procedures regarding workforce management
• Responds to customer correspondence and customer complaints and escalated customer calls
• Conducts ongoing coaching and monitoring with each assigned agent and to other supervisor’s direct reports as required or assigned; elevates corrective action as needed
• Works with the Sales & Quality Coach to develop and improve agents according to an established action plan and the result of call monitoring
• Generates and reviews daily, weekly and monthly performance reports/statistics to assure the highest level of compliance to customer service and technical performance standards for order entry, sales, phone and general policies including Best In Class (quality) and commission programs
• Focuses on defined department goals and objectives for assigned teams and provides ongoing progress reports to the Call Center Supervisor Team and the Call Center Managers
• Generates and maintains excitement among CSRs for sales incentives and performance goals
• Works with the Call Center Supervisors and Managers to identify training needs and develop training programs
• Becomes proficient in all CSR’s job responsibilities; will assist individuals and may provide backup as needed
• Identifies and presents opportunities for improved operational procedures and performance to the Call Center Supervisors/Managers on an ongoing basis
• Maintains a high level of proficiency of at least one call center technology or specialized task (as assigned) and trains as backup to at least one additional technology or specialized task
• Must be flexible on scheduled shift

Senior Manager of Customer Care Resume Examples & Samples

• Act as dedicated business lead / representative with external care center. Partner with care center to design strategic plans, resource support and ongoing initiatives to support organizational goals
• Partner with product and marketing team members to proactively develop training materials for existing and upcoming products, including communicating product enhancements and marketing/promotion initiatives. Develop teaching aids and reference materials including training manuals, reference material, visual aids, scripts etc
• Identify and assess training needs for staff and develop and implement plans to address these needs for continuous improvement
• Conduct ongoing training sessions to instruct staff on how to adequately address problems over the phone or how to write correspondence. Manage new hire orientation for new employees
• Conduct regular on-site Individual call listening, monitoring, and coaching, as required
• Develop, institute and continuously improve upon a comprehensive customer sale and save strategy
• Provide feedback to the leadership team on status of training and staff comprehension, overall performance of external team. Make recommendations to improve processes and performance
• Partner with care center, product and marketing team to develop escalation processes and procedures and provide feedback to management concerning possible problems or areas of improvement
• Lead the implementation of talent reward and initiative programs to motivate the team. Monitor progress and improve as needed
• Work with management on customer service initiatives, including gathering requirements for any customer care tool product enhancements needs for All Access (data/integration, front end care tools, reporting)
• Identify and assess training needs for staff and develop and implement plans to address these needs
• Regular updates and reporting on key KPIs
• Analyze data and set key target objectives for each agent
• 5-7 years in a role managing customer service programs or agents for a premium brand
• 3+ years of Call Center Operations and/or Care Center Account Management experience
• Knowledge of entertainment, streaming and VOD industry and products/devices a plus
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation

Digital Director of Customer Care Resume Examples & Samples

• Responsible for owning the operations and relationship with our outside vendor for the organization and determining appropriate resource support and structure to support business needs
• Ensure company compliance standards are being followed in the customer care center
• Oversee the migration, planning resources, support levels, systems needs, etc to ensure smooth transition and ramp up from internal care support to external team
• Responsible for managing hiring, growth and development of a team of internal customer care managers that are responsible for leading external customer service center of client facing professionals
• Responsible for the strategic planning and successful implementation of all facets of customer support and quality include creating and setting standards and processes in case management, escalation and issue resolution
• Liaises internally and works closely with department leaders to understand products and priorities for successful delivery of services and support
• Responsible for driving, organizing, and developing the Customer Operations team/systems and roadmap for SalesForce and other tools to achieve the highest levels of customer issue resolution through accurate, timely, proactive and professional communications with customers. This includes a case management system that spans all functional groups
• Owns the customer care function to implement best practices across all the care teams, including achieving and maintaining benchmark response times, customer activity metrics goals including saves, and customer service performance standards for all customer care interactions
• Communicate with cross functional teams what drives the primary customer issues and prioritize needs based on severity, volume of complaints and recommend feature enhancements based on customer feedback
• Bachelor’s Degree with a concentration in quality or customer service field
• 10-15+ years in a customer service, call center environment
• 10+ years in managing customer service teams within the Entertainment and Sports industries highly preferred
• Experience with Subscription business models and digital products
• 5+ years in customer care operations that included a focus on Sales retention and Save interactions
• Experience with Salesforce highly preferred
• Strong analytical, communication and negotiation skills, and quality assurance experience
• Forecasting analysis skills
• Team building skills including training, coaching, developing, and assessment of employees
• Project management and time management skills
• Business acumen including understanding business implications of decisions and orientation to profitability
• Knowledge of market and competition in order to align work with strategic goals
• Cost consciousness in order to work with approved budget
• Motivational skills to set and achieve challenging goals with the team
• Excellent written and oral communication skills with a strong customer service focus
• Service-oriented disposition and the capacity to manage time and personnel
• Strong organizational skills with attention to detail and meeting commitments
• Ability to lead and facilitate multiple projects or tasks at once
• Computer proficient, able to work with disparate systems and applications
• Comfortable working in a matrix corporate environment

Customer Care Senior Specialist Resume Examples & Samples

• Must have at least 4-5 year of Call Center experience. Out bound calls, special projects
• Working Knowledge of Customer Service, Call Center, HR, Benefits, Health & Welfare Benefits
• Using a computerized system, responds to customer inquiries in a Service Center environment
• Use “Click-to-Chat Writer” to communicate effectively and professionally to clients about their benefits
• Must be comfortable being able to multitask and solve customer problems in addition to type 25 WPM
• Must have at least a High School Diploma or GED but PREFER BA/BS degree
• Previous experience with PeopleSoft preferred
• Payroll/HR experience is preferred. Workday Experience would be a plus as well
• Previous experience with Business writing is preferred

Customer Care Rotational Program Resume Examples & Samples

• Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
• Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
• Develops service policies, programs, and systems to support strategic direction
• Monitors the expense process; establishes budgets and constraints to assure expense goals are met
• Geographic flexibility and need to be open to relocation
• Thrive in team-based culture and fast changing environment
• Business acumen and global mindset

Customer Care Titles Representative Resume Examples & Samples

• Demonstrated knowledge of specific Federal, State and Banking laws related to license and titling
• Proficient, accurate data entry and filing skills with ability to combine alpha and numeric characters
• Collaboration
• Results Driven
• Prioritize and organize work flows
• Monitor and analyze title quality assurance standards
• Delegate responsibilities as needed

Customer Care Team Ld Resume Examples & Samples

• Dispute, chargebacks, or fraud experience required
• Experience in handling fraud and non-fraud disputes, charge back experience preferred
• Demonstrated subject matter expertise on company products and services preferred
• Proficiency with Windows, MS Office Suite, and Internet Explorer

Software Engineer, Customer Care System Resume Examples & Samples

• 4+ years’ experience in programming, software design and architecture
• Strong experience with PHP, JavaScript, Node, CSS, HTML, MySQL, MongoDB, Redis, Elasticsearch, RabbitMQ, or equivalent
• Ability to work in a fast paced, evolving, growing and agile environment
• Ability to work across the technology stack from user interfaces to backend services
• Motivated self learner who can demonstrate a strong sense of ownership and accountability and drive end to end technical solutions
• Ability to collaborate with the development teams on projects that may span a number of internal and externally facing systems

VP Finance, Customer Care Capability Resume Examples & Samples

• Xerox Services governance processes · Monthly / Quarterly / Annual forecast & reporting · Programs to deliver cost efficiency and optimization · Sub-contractor administration · Purchase order and procurement activities · Facilities management & administration · Internal Control & Audit processes · Investment, impairment analysis & run-rate models · Cost-effectiveness and close collaboration with Industry groups · Xerox ad hoc requests and various related projects · Meet statutory reporting requirements
• Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors
• Constructs and may pursue alternative paths towards a solution
• Exercises judgment in selecting method, technique and evaluation-criteria for obtaining results consistent with broadly-defined policies and practices
• Work is accomplished with limited direction and determines and develops approach to solutions
• Frequent inter-organizational and outside customer / vendor contacts
• Monitors activities and communicates information across the organization. Position Qualifications
• Significant experience / knowledge of commercial outsourcing
• Formal finance/accounting qualification or Bachelor’s degree in finance, accounting, business or related field required
• Yellow belt or Green belt preferred
• Demonstrated successful performance in key finance roles
• Ability to work, influence and communicate with all levels of management
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow
• Versatility, flexibility, enthusiasm, and a willingness to work within constantly-changing priorities
• Proven leadership and business acumen skills
• Prior experience in leading, developing, and motivating a direct team; including hiring and performance management
• Demonstrated ability to interpret economic conditions and relevant business-indicators, and to anticipate the impact on the operation
• Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
• Work closely with our Customer Care Knowledge & Optimisation Team ensuring your team efficiently handle translation requests for advisor & customer FAQ’s and training and process documents
• Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve individuals contribution within the context of their existing job role

Customer Care Junior Analyst Resume Examples & Samples

• Learn and remain current with Medicaid policy, procedures and billing guidelines
• Act as liaison for out of state providers via phone, e-mail, DOM voicemails and web inquiries in an effort to assist providers or their billing companies with
• Claims processing, submission or payment issues (detail analysis may be required)
• Education and training
• Remittance Advice requests
• Complete the monthly New Provider Report
• Assist Medical Review with provider contacts
• Provide day-to-day support for the onsite field reps
• Sign for departmental mail
• Assist with provider workshops and webinars
• Special Projects as assigned REQUIRED: (MINIMUM)
• Bachelor’s degree in related field, or equivalent work experience
• Excellent customer service skills, including the ability to resolve conflict, resolve customer complaints, and foster/maintain a good working relationship with client and providers
• Minimum of 2 years of experience in health insurance/claims processing organization
• Must be detail orientated, ability to multi-task, and strong organizational skills
• Maturity of judgment under pressure/ability to resolve problems in a timely, effective manner
• Personal integrity and demonstrated commitment to sound, ethical, moral and legal business standards and practices
• Flexibility and ability to handle varied functions/conflicting demands
• Good written/report writing and verbal communications skills demonstrating clarity
• Proficiency with Microsoft Office 2010 Suite, including Word, Excel, and PowerPoint
• Experience with MMIS

Customer Care Muse-temporary to Regular Hire Resume Examples & Samples

• Supports all contact channels by successfully handling inquiries via email, chat, phone, social media and other channels as assigned
• Assists customers with placing, tracking, and returning orders while maintaining a friendly, can-do attitude
• Create a fun shopping experience by providing styling advice to customers
• Ability to self-serve and multi-task in a fast-paced environment
• Partnering with leadership team to escalate any site or system related issues
• Provides follow up and action on customer service related issues if needed
• Provides support to Operations, to include cross training and working in operational processes

Coord, Customer Care Resume Examples & Samples

• Order Quality Audits
• Reviews work orders on an ongoing basis
• Provides on-the-spot coaching to help maximize performance of CSRs
• Provides documentation of audited work orders to leadership teams for evaluation. Participates in training the quality programs to new hire classes
• Researches the root cause of poor quality and recommends needed changes in processes or training
• Identifies performance issues to Management
• Associates degree required or the equivalent of High School Diploma / GED combined with years of work related experience
• Strong working knowledge of Microsoft office suite. Including but not limited to, Microsoft Excel, Microsoft Word, and Microsoft Access
• 1 – 3 years of experience of customer service experience
• Cannot be on any type of corrective action

Manager, Primetime Customer Care Resume Examples & Samples

• Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. As a leader, we look to you to inspire teams to greatness with empathy and mindfulness of your impact on others from interns to the Board of Directors. And whether you’re in headquarters, New York, London, Tokyo or Bangalore, you’re attuned to emotional, situational and cultural surroundings and adapt your approach accordingly
• Selecting Talent (Be a Recruiter) – You’re on top of current and future talent needs as the business evolves because one of your key goals is to build high performing teams. You do so by adopting a rigorous approach to hiring superior talent and are intentionally inclusive to attract diversity of ideas and experiences
• Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows continually at Adobe. You’re an inspirational and effective coach; a leader who discusses expectations, feedback and development regularly with your direct reports. To succeed in this role, you’ll need to address performance gaps early and effectively, and be open to seeking feedback from others to improve your performance and your team’s
• Leading Change (Be an Agent of Change) – Change leadership is what you do! You proactively identify opportunities to align team goals with organizational change. You’re great at building support for change because you communicate with conviction and you help those around you to see both the rational and mechanics for business changes and how to adapt accordingly
• Scaling the Business (Be an Owner) – You’re someone who sees and understands the vision of the company. You’re able to articulate business strategy and develop business processes, systems and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability

Customer Care Group Manager Resume Examples & Samples

• Cross-team collaboration within Operations, as well as with other areas of the company
• Customer Care performance metrics including: Revenue and Orders; Conversion, Accuracy, Productivity; Customer satisfaction ratings; Quality of Service Contacts; and Call center metrics
• Ability to lead and motivate a team to achieve results, including addressing problems
• Ability to communicate and collaborate with a team of peers
• Process Improvement
• As a group manager, you'll need experience and success in developing leaders
• Key Account Management
• Outbound Sales

Team Lead Customer Care Resume Examples & Samples

• Effectively communicate business objectives to lead a team of agents to meet and exceed Collections performance metrics
• Must be current on all Collection practices and procedures to inspire team performance
• Conduct bi-annual, annual and PGP performance appraisals using current HR tools
• Manage employee performance by utilizing personal development plans and innovative coaching techniques to promote effective career-pathing
• Be an active participant on our weekly performance call and be able to complete deep dive analysis
• Analyze our weekly results and justify any discrepancies
• Liaison with Industrial Relations and Human Resources to proactively manage performance and reliability standards
• Liaison with our hiring and training center during periods of hiring at Residential Collections Operations
• Be an active participant with the final interviews and selection of the new candidates
• Recognize, reward, and celebrate individual and team achievements
• Maintain and foster team focus by encouraging effective partnering and supporting empowerment across all levels
• Ensure overall customer satisfaction for service provided by the agents
• Assess calls to evaluate quality of service, identify trends, and coach accordingly to ensure business requirements are met
• Daily analysis of results to objectives to develop action plans as appropriate
• Work conditions: Monday to Friday 9:00am to 9pm and Saturday: 9:00am-5:00pm (Business hours can be subject to change)
• Deep understanding of Residential Collections Operations
• Operational knowledge of Billing Systems (One Bill, NM1)
• Operational Knowledge of Multi Vu, Simple Arics, BCRIS systems
• Experience in developing and delivering on performance metrics
• Excellent verbal and written communication skills both in French and English
• Capacity to create presentations and other documents (must have strong knowledge for the applications Word, Excel and PowerPoint)
• Excellent organizational and planning skills
• Values diversity and has the ability to understand customs and values of the individual and our Collection culture
• The ability to make things happen by encouraging and channeling the contribution of others. Acts as a catalyst and sponsor for change and continuous improvement
• Creative, innovative and driven by a clear understanding of our business goals
• Analytical with the ability to find solutions
• Leadership and proven ability for facilitating team work through strong listening and negotiation skills
• Autonomous and able to make sound decisions
• Proactive innovator, creative and with proven ability to think “outside of the box “
• Result oriented with proven capacity to function in a changing environment
• Ability to tailor leadership and coaching styles to compliment the diversity of the team
• University or Community College degree in Business
• Experience at management level in a call center environment
• Minimum 1 years within Residential Collections Operation organization

Global Customer Care & Catalogue Sales Director Resume Examples & Samples

• Allocate 30% of your time to lead, develop, coach and guide your team in establishing goals and developing their competencies that drive performance
• Model the company culture, and exemplify our shared values on a day-to-day basis
• Define, model and demonstrate the behaviours that enhance engagement, build enduring relationships and represent the Kit and Ace brand at all times
• Support the development of a culture that balances financial results and an execution-focus with a fun, dynamic and creative atmosphere
• Foster an environment of continuous learning and development that embraces individuality
• Develop & implement the global customer care and catalogue sales strategy
• Build and manage a highly skilled and effective global customer care and catalogue sales team
• Responsible for resource planning for the customer care team, including international call center operations, live chat, email, and new customer touch points as they emerge
• Responsible for ensuring the delivery of exceptional customer service while meeting targeted sales goals
• Drive a consistent customer centric catalog sales approach across all channels
• Work closely with the Digital Marketing and Social Media teams to ensure customer care opportunities are identified and managed correctly
• Strategically plan to meet long term business quarterly intentions relating to seasonal peaks, business growth, new initiatives and product launches
• Work closely with Kit and Ace developers and UX designers to ensure that business needs, customer feedback, and industry best practices are consistently updated
• Be a strategic leader by identifying problems, seeking solutions, and outlining key company objectives
• Transform strategic direction from executives to the operational and team level
• Establish operational objectives and work plans based on company intentions
• Recommend changes to critical policies and establish new processes
• Frequently coach, direct and lead multiple teams
• Act as a resource for the team to remove barriers to meet team intentions
• Identify effective solutions that will continuously enhance customer care as a service to ensure maximum customer experience, satisfaction, and sales
• Recruit and retain high quality customer care specialists
• Clearly communicate the Kit and Ace Global Customer Care vision, strategy and objectives
• Proactively develop team and individual performance intentions and sales goals
• Assist in preparing, analyzing, and managing external through performance reporting and metrics
• Ensure communications with cardholders and external clients are clear, concise and appropriated with the audience in mind
• Work with business units to determine the grounds for complaints and escalations, strive to resolve, identify and assist in the effort to repair root causes
• Lead projects aimed at driving down escalation rates and improving customer experience

First Call Customer Care Collections Resume Examples & Samples

• High School Diploma, GED or equivalent experience
• Excellent communication and negotiation skills
• An open and friendly way of communicating that can put clients and colleagues at ease
• A strong interest in continued learning and career advancement opportunities

Dutch & German Customer Care Banking Resume Examples & Samples

• This is a full time position
• Permanent opportunity with an international bank
• Unlimited career progression opportunities
• Attractive salary and excellent benefits package
• Mon - Fri standard business working hours
• Dynamic and international working environment with well-established structure
• Located in Dublin City Center within walking distance of Bus and Dart services
• Quick face to face interview process in Dublin with prompt feedback
• Before starting in the role, full training will be provided on banking, customer service and communication techniques
• Dealing with private and business clients
• Dealing with banking and electronic banking and helping clients with queries
• Subject matter expert on Oakley Customer Care processes, procedures, and policies
• Answer calls from Universal Customer Care Representatives regarding general product and operational questions
• Participate in call center operations by taking phone calls, answering emails, chats, and social media as volume dictates
• Assist as training support and mentors for new hires and Universal Customer Care Representatives
• Identify bottlenecks, system issues, Customer and Account concerns, and productivity issues within the department and provide solution-orientated recommendations for process improvements to Leadership and Training Teams
• Other responsibilities as assigned
• Subject matter expert on current Oakley, OSI and ESS products and services, including optics (sun and ophthalmic), Rx, and apparel, accessories and footwear (AFA)
• Subject matter expert on Oakley Customer Care and Oakley Standard Issue/ESS processes, procedures, and policies
• Accept and respond to escalated calls, emails, chats, and social media inquiries from Customers, in a timely manner
• Provide floor support to Universal Customer Care Representatives in their day-to-day activities
• Identify bottlenecks, system issues, Customer concerns, and productivity issues within the department and provide solution-orientated recommendations for process improvements to Leadership and Training Teams

Customer Care Agents Resume Examples & Samples

• Evaluate content based on our clients guidelines and policies
• Reviewing user made reports that flag offensive postings
• Back office (non-voice) support
• Ensuring a quality experience for all users according to our clients terms of service

Customer Care Analytics Summer Intern Resume Examples & Samples

• Gain knowledge and experience in Customer Care Operations
• Gain the opportunity to make an impact on Comcast's business and results
• Participate in developmental activities
• Network with leaders across multiple functions
• Receive a hands on experience and see the frontline aspects that make cable possible
• Actively participates in development, thrives as a dynamic, proactive, and continuous learner
• Helps to improve Comcast's results through a project or series of work in Customer Care Operations
• Opens, sorts, and distributes mail
• Processes routine items and records
• Answers phones and takes messages or provides information
• Operates various office equipment
• Assists with projects to ensure deadlines are met

Coordinator, Customer Care Resume Examples & Samples

• Will be expected to perform routine clerical duties, such as maintaining correspondence, invoices, and other indexed records arranged in a file according to an established system
• Collect, review, and input financial data into a computer processing system
• Assist with gathering data for expense report
• Composes memos, transcribe notes, researches and creates presentations
• Generates reports, handles multiple projects, prepares and monitors invoices, and financial reports
• Assist with compiling and developing the annual budget
• Must be familiar with a variety of the concepts, practices, and procedures which relies on experience and judgment to plan and accomplish goals and performs a variety of complicated tasks to assist Management
• Reserves and maintains conference rooms schedules
• Must have a Bachelor’s degree in a related field; a minimum of two years experience; or equivalent combination of education and experience
• Proficient in MS Office including Access. Must be able to type at least 35WPM
• Must be detail oriented, organized, flexible and able to multi-task while adhering to strict deadlines

SVP, Global Customer Care Services Resume Examples & Samples

• Needs experience managing a comprehensive, growing business in a distributed support model (not all resources are in one location)
• Must appreciate and enjoy the challenges of these environments and have direct ownership of managing them, and not being a consultant or support to the person who owned the challenges and successful delivery of services
• Building, managing, and motivating a multilingual and multicultural global team
• Developing management/leadership talent (not just direct reports)
• Defining the appropriate balance of employee, contract, and outsourced staff
• Hiring and contracting for seasonal or project-specific staff (quick ramp-up, quick ramp down)
• Ensuring staff understand their role in delivering these important services that align to key corporate goals
• Leading by example to ensure the work environment is healthy, positive, and motivating
• Promoting the business to an internal network of product and sales professionals to mobilize the company towards expanding its footprint of contact center business
• 15+ years’ experience with progressive career growth in global, multi-market organization operating a 24x7x365, consumer-facing support environment
• Bachelor's degree required, Graduate level degree preferred
• Dynamic leader and communicator
• High personal integrity, ethical and straightforward
• Bachelor’s Degree in Business or related field
• Ten years of contact center experience, including five years of experience managing large multi-product, multi-location centers (500+ inbound call representatives)
• Experience leading significant change initiatives, preferably in contact center transformation
• Leadership skills and progressive, cutting edge and “outside the box” thinking to drive outstanding performance
• Ability to make strategically important decisions impacting expenses, operational policy, systems, etc
• Customer service centric mindset
• Understanding of CRM tools and telephony systems (IVR's, Workforce, etc.)
• Insurance and/or financial services industry experience

Customer Care Chat Assistant Resume Examples & Samples

• Maintain a high level of world-class customer service/professionalism to a wide range of customers
• Ability to adjust work schedules as needed considering open flexibility
• Ability to accurately type (WPM vary based on Client Requirements)
• The ability to work in a team environment, to perform under pressure, and sit for long periods of time

Manager, Campaign Customer Care Resume Examples & Samples

• Base knowledge of the W3C’s Web Content Accessibility Guidelines v2.0
• Exposure to current tools used by people with disabilities (screen readers and other assistive technologies)
• Experience with accessibility evaluation and validation software
• Understanding of input and output modes used by people with disabilities
• Familiarity with compliance requirements - state, Federal, international
• Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. Whether you’re an individual contributor or a people manager, you’re someone who’s empathetic and mindful of your impact on others
• Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows constantly at Adobe. To succeed, you’ll meet frequently with your manager to receive ongoing feedback, set challenging performance expectations, and pursue continuous development opportunities
• Leading change (Be an Agent of Change) – You readily adapt to business changes. Ambiguity or uncertainty never seems to stop you from working productively. You’re maniacally focused on execution and you’re always looking at new approaches to resolving issues
• Scaling the Business (Be an Owner) – You approach your role as if you own the business. The buck stops with you. Your goal is to always deliver an exceptional customer experience by listening to feedback and continuously looking to improve efficiencies

Customer Care Team Leader Nights Resume Examples & Samples

• Ensuring customers queries are answered with the aim of a first time resolution and are responded to within our agreed response time
• To ensure the best Customer Care experience is given to all customers
• Drive on-going language support for our outsource centre to quality monitor advisor responses and CSAT results
• Review and understand key Customer Care reports and be able to feedback key messages from this to your team
• Contribute to the development of the Customer Care department, fully participate in management meetings and provide open and honest feedback to the Customer Care Leadership team about opportunities and support required
• Any other activities or responsibilities as reasonably set out by the Customer Care Leadership Team

Customer Care Resume Examples & Samples

• Delivering a standout experience to every customer via phone, email, chat, social media, and in-person communication
• Enthusiastically and positively presenting products to customers
• Striving to meet and exceed customer retention KPIs
• At least 1-2 years of previous sales experience; fashion background preferred
• Self-motivated, collaborative, and organized
• Analytical with a sharp eye for detail
• Proficient in MS Office, warehouse management systems, ERP systems, and other web-based order/allocation programs; strong Excel skills a must
• Proven ability to achieve results through creative and proactive problem solving

Customer Care Collector Resume Examples & Samples

• Previous experience in lending or collections
• Solid knowledge of bank products and services
• Thorough in-depth customer/client service understanding from a
• Collection perspective
• Well-developed communication skills both written and verbal
• Strong attention to detail for accuracy
• Advanced analytical and problem solving skills
• Solid knowledge of collection methods and processes i.e. listening,
• Excellent computer skills in Microsoft office applications
• Post-secondary education an asset
• BILINGUAL (ENGLISH & FRENCH) mandatory for the role

Credit Card Dispute / Customer Care Resume Examples & Samples

• Customer dispute resolution and call center experience a plus
• Proficient / Advanced skills using a PC and business office software (Microsoft Word, Excel, Outlook)
• Confident, independent decision maker
• Investigative Skills
• Ability to accurately communicate decision processes
• Able to negotiate with and handle sometimes difficult customers (able to deflect, disarm, and diffuse any verbal conflicts) with poise and professionalism
• PCI (Payment Card Industry) background a plus
• Furthers the Fiserv culture and values

Customer Care Graduate Scheme Resume Examples & Samples

• Conduct and document effective weekly, monthly and annual performance reviews with your team
• Review and analyse key Customer Care reports-be able to identify strengths and development areas to share with your team and from this set measurable actions
• Setting clear actions and ensure there are appropriate levels of engagement and feedback to continuously improve our employees performance in their existing roles
• Engage and motivate your team throughout the shift and share business/ team performance updates in a pre-shift brief
• Document and maintain a library of business processes and policies for all business areas within Customer Care and identify efficiency gains
• Use analytical approaches from various methods to identify cost saving opportunities and highlighting customer blockers to the department and wider business
• Highlight changes, based on our roadmaps and strategic goals, to drive continuous improvement, while validating these changes via reporting and ensuring appropriate change management sign off is followed
• Support in implementing technical changes to our Customer Care systems, ensuring the changes are to improve both the advisor and customer experience
• Support with the delivery of training and development of Customer Care globally - including new starter training, recurrent/on-going training, channel specific and specialist functions
• Be restlessly innovative - creatively updating training material, keeping it fresh and energised and looking for new ways to deliver training based on skills families and in line with competencies
• Support the training team in ensuring training material is up to date and reflects new policy and process changes. Champion the customer and suggest new policy and process changes while taking into account Customer Experience, Advisor Experience and business benefits
• Supporting the Forecasting and Scheduling Manager to effectively delivery customer service levels
• Monitor contact queues and service times in real time and adjust employee resource accordingly
• Create and maintain shifts and schedules for Customer Care advisors and teams
• Support with the forecast planning and tactical resource modelling for future resource planning
• Collate insights into customer issues and feedback to stakeholders within the business to improve the customer journey
• Support with issues that may occur for customers or teams within Customer Care
• Work with customer, advisor feedback and MI to proactively identify opportunities for improvement to drive customer satisfaction, productivity and First Contact Response improvements and protecting the business from risk
• Passion for working as part of a team
• Excellent communication skills, especially verbal, with the ability to communicate effectively with all levels of staff
• Experience of working with stakeholders at all levels across the business
• Experience of using analytical skills to problem solve, identify solutions and be able to interpret data trends
• Self-motivated, flexible and able to adapt to changing circumstances
• Strong customer focus and willingness to promote service excellence within the team
• Ability to make the decisions under pressure
• Experience of building strong working relationships
• Drive and ambition to succeed
• Competent user of Microsoft Word, Powerpoint, Excel

Manager of Customer Care Resume Examples & Samples

• 5 years of relevant customer service experience
• Highly organized and able to manage multiple priorities
• Exercises sound judgment while working through ambiguous and challenging situations
• Able to adapt to changing priorities
• Superior customer satisfaction skills
• Stellar creative problem solving mindset
• Demonstrated ability to adapt to and learn new processes (Experience teaching and/or coaching others is a plus)
• Ability to remain flexible in a rapidly changing startup environment
• A bent for independent self-motivation while collaborating with a larger team
• Strong written and verbal communication abilities is a must
• Comfortable within a fast-paced, results-oriented environment
• Proficient with computers, email, and internet based applications
• Flexible availability in line with our goals of providing best possible coverage to our customers (Some of our schedules include evenings and weekends)

Turkish Customer Care & Admin Financial Services D Resume Examples & Samples

• Before you start, you will be fully trained for the role on banking, customer service and communication techniques
• Dealing with business clients in relation to banking products, registering new customers, completing and checking on compliance requirements
• Complete fluently in Turkish and English in speaking and writing
• Interested in working for international financial services organization
• Full and unrestricted visa for the Republic of Ireland

Customer Care Specialists Resume Examples & Samples

• Handle inbound and outbound calls including enrollments, claims and general
• Respond to customer email inquiries and requests
• Troubleshoot any customer account issues
• Provide excellent customer service while delivering the Wow!
• Assist in special projects or other duties as assigned
• 1-3 years’ experience in customer service or sales
• Prefer two years’ experience in the veterinary hospital setting
• Passion and love for animals
• Fun, easy going personality with the ability to easily and clearly converse with our customers
• Excellent computer skills and proficiency including a strong understanding of the internet and ability to complete online research
• Good comprehension and composition skills
• Proven ability to work as a team player in order to maximize the effectiveness of the team
• Positive can-do attitude and enthusiasm to work in a high energy, start-up environment
• Strong multitasking skills and the initiative to get tasks completed
• Flexible schedule with the ability to work long hours as needed

Analyst, International Customer Care Resume Examples & Samples

• Ensure and coordinate the timely shipment of finished goods and accessories to our international affiliates
• Problem resolution including timely fulfillment of back orders. Arrangement of expedited material including air shipments and direct shipments to affiliates
• Project management including identification of potential process and efficiency enhancements and cost reduction projects
• Management of issues related to transfer of goods between manufacturing and distribution systems
• Maintenance and coordinate of the North America Free Trust Act process
• Reduced on-phone time to allow for agent assist and duties
• First point of contact for agents and call escalations
• Assists the Supervisor with daily operations of the call center including, analyses, staffing, training, and reward/recognition programs
• Assists Supervisor in gather data for daily, weekly, and monthly reporting
• Assists Supervisor in implementing and upholding established policy and procedure
• Reviews calls and conducts Co-coaching with Supervisor
• Reviews errors to determine opportunities for coaching
• Assigning and tracking routine tasks and Provider File Updates to call agents
• Ensuring QAT is complete and on time
• Reporting data as required or requested
• Provides daily direction and communication to agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner

Customer Care Director Resume Examples & Samples

• Directs and controls the activities of the following functional areas within the call center: inbound, outbound, collections, skip-trace, IVR, hub operations, and resolution management through several department managers and in various offshore locations
• Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods
• Receives assignments in the form of objectives with goals. Establishes operational objectives and work plans, and delegates assignments to individual contributors or subordinate managers
• Responsible for developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect
• Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives
• Delegates to subordinates to perform assessment of key functions within the department and implements process improvements and procedural updates, as needed
• Makes recommendations to introduce new and/or improved automation to increase overall efficiency
• Ability to travel 25% is required
• Bachelor’s degree required and advanced degree preferred
• 5+ years in student lending call center business strongly preferred, other regulated lending experience considered
• Proven track record of in leading, developing, and motivating a team
• Hands on experience with CMS, eWFM, Verint, Noble Autodialer a plus
• Demonstrated proficiency in process improvements from development through implementation creating efficiencies in work production
• Excellent leadership and interpersonal skills
• Proficient (medium to high skill level) with various applications such as MS Excel, Word, PowerPoint
• Manages all aspects of customer service/call center function including scheduling, training and employee counseling
• Coordinates work assignments for all call center staff
• Establishes unit goals and performance standards
• Develops plans to ensure goals and standards are met or exceeded
• Monitors performance, documents performance issues and implements disciplinary procedures in accordance with company policy
• Prepares daily, weekly and monthly reports
• Assists in interviewing candidates and evaluating call center personnel
• Bachelor's degree in business related field
• 3+ years of supervisory/management experience
• 3+ years in customer service or call center
• Ability to manage workflows and staff
• Ability to interface at multiple levels of leadership
• Knowledge of the use of PC's and related software
• Experience in child support or similar human services area preferred

Customer Care Administration Agent Resume Examples & Samples

• Run and review daily reports to: ensure payment is taken on all reservations, ensure reservations have the correct deposit and cancellation policy, correct reservations booked with unassigned room numbers, and maximize inventory Do Right
• Complete weekly competitive rate shops to be sent to the Revenue Management team Drive Value
• Conduct refunds to guest credit cards Do Good
• Review and process TravelGuard travel insurance claims Do Right
• Provide feedback to management regarding opportunities to improve processes and/or add items to the agent training agenda based on observations made while completing daily reports Serve Others
• Assist in new agent training by conducting site tours Serve Others
• Answer phone calls when abandonment levels reach or exceed 4%— provide guest service on each call and convert sales opportunities to bookings Serve Others
• Monitor call volume and act as the opening QC Lead or Floor Lead to ensure phone volume is monitored at all times Drive Value
• Must have the ability to multi task and coordinate follow up on outstanding issues
• Ability to identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; take action that is consistent with available facts, constraints, and probable consequences
• Must be able to sit for long periods of time
• Ability to adapt to ever changing schedules and processes
• English proficiency
• Previous hospitality experience
• Previous guest service or slaes experience
• Previous experience with LMS

German Customer Care Banking Dublin Centre Resume Examples & Samples

• Working in an international and dynamic team with excellent working atmosphere
• Complete fluently in German and English in speaking and writing
• Previous customer service or call centre or technical support experience
• Professional manner
• Coach, develop and motivate CRC representatives to meet and exceed customer and business expectations
• Listen, include and lead team through decision making and process change
• Complete quality inspects and approvals for written correspondence
• Ensure Standard Operating Procedures/Blueprints are practiced and followed on an ongoing basis
• Maintain and meet deadlines for each complaint avenue
• Continue to make process recommendations and improvements by asking questions, engaging team and sharing ideas
• Respond to Executive team, actioning urgent requests and providing resolution updates
• Build and maintain good working partnerships throughout BRS and BM
• Ability to stay calm under pressure
• Motivate employees and help to create an environment that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
• Strong customer orientation, the ability to resolve customer service issues, negotiate with clients and representatives while maintaining and growing a strong partnership
• Ability to use all resources and to think out of the box when resolving and being consulted on how to conclude a complaint
• Organize and plan effectively to consistently meet and exceed customer, team and executive expectations
• Determination and Focus on leading and motivating
• Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others
• Performance management (Coaching)
• Understanding of TV and BM business practices and applications an asset
• Help Desk/escalations experience
• Minimum 2-3 years experience leading a team
• Demonstrates a commitment to personal development

Global Customer Care IT Technical Lead Resume Examples & Samples

• Leads the GCC portfolio consisting of applications and tools for worldwide call centers, including maintenance of legacy environment and the development of current technological solutions
• Be a technical lead, drive technology solutions and key architecture decisions
• Drives and tracks initiatives around the development and continuous improvement of the IT operational model including utilization of Lean Six Sigma
• Develops plan for systemic operations reviews - ensures execution on plans to deliver the business for HP
• Drives governance of the program, while tracking specific activities and financials
• Provides dashboards and conducts reviews, escalating issues as appropriate
• Ensures IT strategy and direction are set, known, and followed
• Close alignment and engagement with business partners, and vendor management
• Demonstrated ability to drive multiple initiatives and projects in a dynamic growth environment
• Global operations experience in a high technology environment a plus
• Working knowledge and/or experience of HP's businesses
• Regional and global experience and knowledge
• Must have experience with SaaS applications
• Must have experience with Customer Support CRM and Call Center environments
• Strong technical skills in .NET/Web Services/Integration experience with ERP systems
• Be able to flex between technology and business analysis function and open to embrace changes in role on need basis
• Knowledge of MS Dynamics is a definite advantage
• Field service management & processes
• Experience with full software development life cycle (SDLC), software development, and testing methodologies
• Show strong troubleshooting skills
• Strong capability to interact and own the business relationship and partnership
• Demonstrated continuous improvement in process enhancements and driving tangible results
• Financial experience a plus, setting budgets and tracking costs
• Vendor management or demonstrated ability to drive external parties to planned deliverables
• Knowledgeable in elements and application of Lean Six Sigma a plus
• Experience with planning, strategizing, and setting direction
• Bachelor's degree in a related field of study (Electrical Engineer, Operations, Business, etc.) with a minimum of 8 years of experience
• Master's degree with a minimum of 6 years experience is preferred
• Ability to analyze complex problems and make sound decision based on technical information and business need specific to the organizations strategy
• Ability to manage multiple activities and drive results
• Proven leadership skills, to include influence and persuasion across cultures, geographies, and levels of organizations often serving as a change agent
• Strong ability to establish and maintain relationships, internal and external to HP
• Demonstrated ability to develop cross-functional relationships and navigate a complex matrix organization
• Must be able to interact with key executives of HP, customers and partners
• Positive & flexible outlook

Global Customer Care Pole Leader Resume Examples & Samples

• Execute the HPS Global Customer Care strategy in alignment with HPS and Line of Business (LOB) Leadership
• Direct management of the EMEA Global Customer Care (GCC) leadership team (6 - 8 direct reports) responsible for various Regional Administrator and Center of Excellence customer care activities
• Ensure customer intimacy is maintained in all HPS customer care activities. Ensure activities, both short and long term, positively impact customer satisfaction and help drive additional business for HPS
• Responsible for leading an organization of 130+ customer care employees in the EMEA
• Drive customer care fulfillment projects and be actively involved in other customer-related projects
• Take ownership of customer incidents (internal/external) and work with LOBs and Functions to ensure timely resolution
• Drive business opportunities for LOBs through customer relationships eg. leads, data analysis, up selling, etc
• Drive productivity through an efficient and effective Center of Excellence function which provides support to customer-facing orgs. E.g. order taking, project set up, invoicing, etc
• Ensure all operations are delivered to globally defined process and in accordance with the global quality requirements and ISO 9001
• Business Relationships: Maintain high level of knowledge of the marketplace, technology and application trends. Represent the Pole to the Global GCC Leadership; Solicit resource support and gain acceptance of GCC practices within the Pole
• People Management: Serve as change agent - influence, consult, and lead efforts for sharing and standardizing of best practices and processes
• Thoroughly understand and follow company policies especially with respect to exposure of the company to financial risk and adherence to policy and procedures on business ethics
• Active member of a team environment sharing knowledge and experience to extend the success of the business unit
• Drive strong business results in the Global Customer Care Score Card including key metrics to measure the performance, efficiency and quality; Interface with the other Pole Functions including Sales, Projects, Services, Advanced Solutions and Proposals and Estimating
• Responsible for internal communication to insure that the objectives and results are communicated, tracked and aligned with the GCC vision
• Fluent in English (written and verbal)
• Strong Communications skills, able to present concise plans and ideas to executive level in a diverse work environment
• In -depth understanding of complex business systems such as Siebel
• Strong proficiency at all Microsoft office applications
• Proven ability to work in ambiguous work environment with largely objective oriented guidance
• Proven ability to work in virtual work environment
• Self motivated to deliver on complex assignment with quality results
• Excellent communication skills and relationship building skills, at all levels of the organization
• Strong PC skills a must, knowledge of database applications a plus
• Self motivated and directed
• Multilingual skills and cross-cultural experience preferred
• Ability to think and act with integrity across Regions and Functions
• Strong bias for action and results oriented strategic and tactical behavior; strong conflict management and influencing skills
• Proven ability to make decisions necessary to keep a project on track
• 3+ years process automation industry experience
• Experience with booking and invoicing
• Experience with project and program management
• Global business experience and the ability to work across multiple cultures and geographies
• Bachelor’s degree / MBA preferred
• A minimum of 5 years management experience
• Excellent customer service skills / customer relationship management
• Ability to work across organizations to accomplish goals and objectives and satisfy customer requirements
• Experience with the Honeywell Operating System preferred Experience with the Honeywell Operating System preferred
• Track record of developing, executing and achieving tactical and strategic initiatives through active leadership that positively impact global business plans, operating profits, practices, policies and procedures
• Proven leadership skills

Customer Care Team Member Resume Examples & Samples

• Demonstrated experience with complex computer skills, including use of operating systems and databases
• Demonstrated familiarity with skilled trades nomenclature, and in a skilled trades work environment
• Demonstrated experience with construction scheduling programs
• Familiarity with the operation of computerized maintenance management systems

Customer Care Administrator Resume Examples & Samples

• Maintain the Customer Care Database and communicate issues/improvements with the programmers and the Customer Care team
• Execute projects relating to renewals, contracts, contact reach out lists, MW tracking, and various other things as depicted by the departmental needs
• Handle mailings for USPS and FedEx letters, checks, sporting tickets, etc…
• Assist in the coordination of payment preparation and execution
• Prepare and deliver daily and weekly Customer Care call reports
• Create customer files and maintain the file room
• Order department supplies for mail-outs
• Assist with miscellaneous duties as assigned
• Organized, task oriented, and strong attention to detail
• Highly proficient in Microsoft Office: Word, Excel, and Outlook
• Ability to thrive in a team environment
• 2 plus years of administrative experience preferred

SBS Customer Care Representative Representative Resume Examples & Samples

• 1 year experience in customer service, dealing with internal and external customers in both positive and difficult situations
• Must be flexible and able to work different shifts to provide maximum support on a regular and as-needed basis
• Familiarity with PC-like hardware/software

Customer Care Liaison Resume Examples & Samples

• Requires a minimum of 3 years experience of the following: demonstrated business experience and knowledge; customer service within a call center or banking center environment
• Advanced knowledge and understanding of banking deposit account products and services as well as Bank policy, guidelines, and disclosures
• Requires the ability to make sound decisions, demonstrating resourcefulness for innovative solutions in problem solving
• Exceptional verbal and written communication skills. Superior listening skills
• Highly productive in time sensitive environment
• Demonstrates organizational skills
• Ability to develop and establish an excellent rapport with subject matter experts and business unit
• Advanced computer skills utilizing applicable PC software to include Microsoft Office, Excel, PowerPoint, and various Bank applications; including, AmDocs, Rumba, Web-Ammo, MPower, etc

Business Intelligence Analyst Customer Care Resume Examples & Samples

• Use data to tell a story. Make insights and recommendations to help acquire new customers, reduce customer attrition, or grow our revenue
• Use data mining techniques to reduce customer attrition and find new revenue opportunities
• Build dynamic and rich dashboards using out-of-box features, customizations, and visualizations
• Perform large-scale data analysis and develop effective statistical models for segmentation, classification, optimization, time series, etc
• Identify actionable insights, suggest recommendations and influence the direction of the business by effectively communicating findings to cross functional groups
• Experience with our current platform, including
• Experience providing technical support for hardware products
• You enjoy creating, crafting, forming, making, repairing, and playing with new tools
• Experience with 3D modelling, printing and digital fabrication
• Finesse on the phone; you know when to listen and when to talk

Customer Care QC Representative Resume Examples & Samples

• Utilize various systems to observe calls, record and track results
• Clearly convey instructions, constructive criticism/corrective action and positive feedback in verbal and written
• Minimum 1 year of experience training, evaluating employees’ performance or coaching others to improve performance
• Two plus years of relevant experience in a call center environment to include problem resolution and or sales
• Knowledge of Simply Smart Customer Care department technology
• Understanding of performance measurement concepts dealing with customer service and call quality
• Strong work ethic with a high level of honesty and integrity
• Able to handle multiple tasks simultaneously and work with ambiguity
• Capable of utilizing sound judgment and making logical decisions independently
• Bilingual communication skills, both written and verbal preferred but not required
• Capable of coaching others and communicating in a confident manner that fosters employee growth and development
• Maintain professional conduct at all times
• Help develop, implement and execute a workforce management system that positions Rockwell Automation Customer Care as a world-class contact center
• The Analyst will help forecast, monitor and balance call volume, service levels and call center resources while maintaining a positive experience for customers
• Actively seeks, anticipates and identifies potential issues. Offers solutions and makes recommendations to ensure proactive resolutions to meet customer expectations
• Analyze trends and present metrics to the organization on key performance indicators and support the initiatives focused on improving customer satisfaction. Provide guidance to improve employee performance, customer service levels and overall customer experience
• Develop strong familiarity with daily Customer Care functions and performance metrics such as Service Level, adherence, AHT, ASA, etc. Ability to create process documentation and appropriate job aids
• Test data for accuracy and completeness using statistical methods and generally accepted business rules
• Act as an expert in current and emerging trends in call center operations including workforce optimization techniques
• Minimum of two years of experience in a Contact Center / Customer Care environment, preferably in Workforce Management or performance monitoring, is required

Customer Care Operations Analyst Resume Examples & Samples

• Take ownership for the operation and improvement of telephony and related systems that position Rockwell Automation Customer Care as a world-class contact center
• Identify and assess requirements for system changes, enhancements or new functionality to deliver a low effort experience. Plan, develop and deliver the appropriate communication
• Participate in activities related to the development, implementation and maintenance of business continuity and disaster recovery strategies and solutions. Act as a coordinator for continuity efforts after a disruption event
• Synchronize data from multiple sources using appropriate query and analysis tools
• Act as an expert in current and emerging trends in call center operations with a focus on customer interaction channels/technology
• BS/BA required. Business, engineering or IT field preferred
• Minimum of five years of experience in a Contact Center / Customer Care environment, preferably in Workforce Management or performance monitoring, is desired
• Previous experience with Contact Center and Workforce Management applications (i.e. CISCO, Verint, Finesse, Aceyus, etc) is desired
• Excellent communication skills both written and verbal. Exemplary listening skills
• Equally comfortable working independently and collaborating with others

Temporary Customer Care Representative Resume Examples & Samples

• Establish an ongoing support relationship and educate the volunteer on aspects of fundraising
• At least six months customer interaction experience including managing accounts/clients and demonstrating strong customer satisfaction focus
• Exceptional communication skills, both verbal and written, including typing accuracy
• Critical thinking and problem solving skills to delight our customers
• College degree, preferred
• Interest and knowledge in health, fitness or nutrition

Customer Care Representative Shift Resume Examples & Samples

• Assists with customer problems such as missed shipments price adjustments and backorders; continually strives for prompt resolution
• Frequently works with field sales associates in coordinating special orders accepting quotations typing and manufacturer calls
• Works with warehouse associates customers and field sales associates to ensure that the order process runs smoothly
• Processes all phone fax mail e-mail dropship and verbal orders from customers
• Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance escalates customers to Customer Service Supervisor or Manager in a courteous manner
• Performs data entry for purposes such as processing orders accessing previous orders and special orders and providing customers with current prices; researches any other inquiries as requested
• Assists customers with backorders by offering substitutions and alternatives whenever possible contacts manufacturers for delivery information prices and availability and changes in stock number
• Communicates with all departments within the Distribution Center as well as field sales associates
• Serves as liaison between customers and field sales associates
• Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations
• Complies with all appropriate policies procedures safety rules and regulations
• Good decision making skills
• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
• Familiarity with ABC products services and pharmaceutical distribution operations
• Basic knowledge of Microsoft Word Excel and inventory management system

Customer Care Representative, / II / III Resume Examples & Samples

• Curious about others
• Sincere satisfaction in providing a high level of service
• Desire to solve problems and dig deeper
• Ability to connect the dots for members

Empire Bcbs Customer Care Representative Resume Examples & Samples

• Analyzes problems and provides information/solutions
• Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims
• Seeks, understands and responds to the needs and expectations of internal and external customers

Customer Care & Sales Specialist Resume Examples & Samples

• Thank guests with genuine appreciation and provide a fond farewell
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers
• Follow "up selling" techniques and sales strategies in order to maximize property revenue
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system
• Customer Service Orientation
• Diversity Relations

Analyst, Customer Care Team Resume Examples & Samples

• 3+ years analytical experience
• Financial analyst experience a plus
• Enhanced analytical and forecasting skills; able to work with and interpret data to inform business decisions
• Familiarity with accounting principles
• Strong communication skills and ability to work on cross-functional teams
• Ability to represent the needs and interests of the team, communicating strategies and coordinating efforts and implementation plans
• Detail-oriented, thorough, accurate
• Diligence in keeping reports current (format, content, distros, delivery)
• Ability to confidently present one’s point of view both orally and written

Customer Care Repesentative Resume Examples & Samples

• High school education
• MUST knowledge of the English language at a level allowing professional work and communicate with internal and external clients
• Necessary knowledge of another language or Western European languages (Ideally, Italian, Spanish or French) to permit professional work and communicate with internal and external clients
• Prior experience in customer service, logistics and trade very welcome
• It should be working knowledge of office programs, experience with Oracle or other CRM system advantage
• Inventory control and cycle count resolution in SAP system,
• Updating inventory levels,
• Seeking for balance discrepancies,
• Product management (monitoring efficient distribution flow, swapping outdated and destroyed inventory),
• Communication with Sales team and Front Office and in the country you are serving,
• Reporting tasks

Customer Care Senior Assistant Resume Examples & Samples

• Telephone handling. Responds to calls within three rings thus avoiding abandoned calls. Able to give ready answers to inquiries on products, interest rates, policy values and other policy information
• Documentation of complaints and incident reports. Effective and timely reporting of complaints through QSM database. Refers to the proper channels complicated cases for appropriate actions. Able to discern sense of urgency
• Implementation of policy changes and corrections. Follows written procedures when enforcing on-line adjustments to ensure accurate policy information
• Conservation. Offer other non-forfeiture options to clients applying for cash surrender in effort to keep the business
• College graduate of any four 4 year Course
• Two years or more work related experience gained from an insurance or financial services company
• Personal qualities of integrity, credibility and strong work ethic

Rep, Customer Care Resume Examples & Samples

• Interact with customers via telephone and various communication channels as assigned regarding the purchase, use and application of products or the fulfillment of all order types within department efficiency and quality goals
• Provide documentation or written advice pertaining to technical evaluations, warranty service conditions, order status and fulfillment, resolution of product or order issues and compensation
• Work independently and interact with customers in a manner that promotes brand loyalty, customer satisfaction and repeat business
• Access multiple technology resources to grasp product knowledge to relay product information to customers and partners
• Utilize basic negotiation skills, conflict resolution and problem solving when necessary and escalates issues to management as needed
• Be ready and available to serve customers and partners according to allocated work schedule
• Enter and reconcile data pertaining to order receipt and fulfillment
• Enter customer interaction data for record keeping and follow-up
• Partner with team, department and organizational members to improve processes, systems, products and overall business performance as it pertains to improving customer service
• Compile reports and distribute to appropriate members as requested
• Comply with all department quality standards and company policies and procedures
• 6 months to 1 year experience in customer service

Customer Care Account Specialist Resume Examples & Samples

• Develop and maintain customer relationships for a portfolio of North American customers. Provide consistent quality service and act as a liaison for customers and external service providers
• Effectively and efficiently manage order to cash process activities such as processing orders through a range of ecommerce platform or manual means, returns, credits and debits. Managing customer shipments, including expedites. Facilitate a customer experience by troubleshooting obstacles to meeting a customer’s needs
• Support with material availability inquiries. Process and facilitate the resolution of Non-Conformance process. Process and close price discrepancies, perform concise and timely accounts receivables reconciliation, and monitor back office activity
• Understand and enforce stated business rules and raise awareness to situations where a resolution requires cross functional coordination
• Effectively manage more complex and sustainable projects within the Customer Care Organization and team. Examples of responsibilities include organizing clear and key deliverables, establishing and meeting deadlines, action item management and resolution, information sharing with stake holders, decision making, collaboration and final presentation
• Provide strategic sales support to commercial teams through the execution of the first order process, management of sample and trial orders, collection of customer intelligence, and commitment to driving growth through means such as the Proactive Order Model tool
• Contribute directly to supply chain initiatives, including the reduction in Days Sales Outstanding (DSO) including managing and reducing slow moving or aged inventory, facilitating confirmation processes, and improving interaction and communication amongst related parties such as Product Management

Customer Care Pricing Administrator Resume Examples & Samples

• Facilitate the pricing activities for Customers which includes managing the interface with SAP to update Customer pricing during price increases; handle price discrepancies; and clearly communicate pricing changes to CCC and Customer
• Proactively communicate with businesses to insure accurate price, including effective dates are received and loaded at the right level, with the right conditions in a timely manner to enable efficiency and adeptness in operational pricing process
• Coordinate pricing communications between Sales and the internal support functions such as Marketing, Product Management and Customer Care
• Run reports to identify all open sales orders that could be impacted by upcoming price changes and complete all required updates prior to effective date
• Conduct periodic analysis of all price records and proactively communicate unit of measure and margin issues or expiring pricing to responsible parties
• Map sales activity to relationship of price record
• Conduct Target versus Limit and Volume over Value analysis and provide recommendations on steps to drive margin improvement
• Ensure zero defect of problems introduced by our Pricing process
• Support the roll out and use of PMM
• Test plans for all SAP and other releases performed during the year. Also develop project and test plans for all new global and regional pricing functionality implemented
• Knowledge and/or skills in SAP
• Solid understanding of consignment, VMI and customer portals, and eCommerce
• APICS certification or working towards APICS certification

NA Customer Care Metrics Lead Resume Examples & Samples

• Bachelors Degree required, MBA or MSc preferred, preference is Agriculture, IT, Supply Chain, Finance or Engineering Degree
• Demonstrates strong analytical skill and capability to manage large quantities of information
• Process-oriented, understands complex business processes and systems relations/dependencies
• Demonstrated results orientation by keeping appropriate stakeholders apprised of progress towards goals
• Demonstrated understanding of issues from the perspective of the customers and other external stakeholders and applies to decision-making in balance with internal priorities
• Demonstrated communication skills with others who have a diversity of thought and experience resulting in solutions to complex issues
• Ability to encourage others to develop relevant working relationships with other functional groups to obtain measured business results
• Experience confronting difficult situations and problems promptly without avoidance
• Demonstrated understanding of objective and timely feedback to peers and colleagues resulting in changes of approach
• Experience effectively championing new ideas and technologies to meet business challenges
• Must be an effective team player and proficiently work with cross functional teams
• Ability to travel internationally and domestically up to 10%
• Ensure critical systems are architected, maintained and deployed in a way that helps the global organization meet its business demands
• Evolve and refine the external customer experience and internal business operations by effective cross boundary collaboration within organization's various channels
• Directs, controls and continually transforms the activities of Customer Care Operations team through senior managers & analysts with overall responsibility for the direction of those assigned areas
• Overall responsibility for people, planning, budgets and objectives for multiple departments, product lines, locations or disciplines. Participates with other senior managers to establish strategic plans and objectives for area of responsibility
• Directs the activities of through senior managers and analysts
• Ability to communicate complex information to executive stakeholders
• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance relationships
• Develops corporate and/or organizational policies and authorizes the implementation of these policies. Participates in strategy development and goals at corporate level by influencing cross-boundary collaboration
• Consistently works with abstract ideas or situations across functional areas of the business
• Assesses, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies, and the company’s goals

Customer Care Software Engineer Resume Examples & Samples

• Solid SW knowledge on ultrasound systems
• Understanding of Ultrasound SW architecture
• Ability to work with engineering, GSC, QA, and Sales
• Ability to manage multi projects
• Bachelor's Degree in Computer Science, Electrical Engineering or related computer field
• Minimum of 5 years’ experience maintaining fields for engineering, operations, etc
• Software development cycle or automated testing experience
• Experience in object oriented design methodology and various programming languages, including
• Demonstrated problem-solving techniques
• Demonstrated verbal and written communication skills
• Experience with continuous process improvement
• Passionate about data integrity
• Excellent teamwork, coordination and communication skills
• Knowledge of Ultrasound systems
• Strong analytical, trouble-shooting skills

Customer Care Intern Resume Examples & Samples

• Answering calls and emails related to new customer implementations
• Reviewing customer order documents- order forms, services scope statement, etc
• Administering and prioritizing shared email boxes
• Providing administrative and operational support
• Providing new customers with the welcome kit
• Assisting with the resource allocation process
• Excellent communication skills with an emphasis on account support to include strong grammar, spelling, and writing skills
• Proficiency in MS Office and an ability and desire to learn other software applications as required
• Proven proficiency in Excel, including formulas, spreadsheet design, etc
• A demonstrated ability to multitask and work independently
• Responsible for quality, accuracy and timeliness of standard reporting
• Assist in compiling daily, weekly and monthly standard reports and developing best practices, as needed
• Interface with database team to develop fully automated standard reporting
• Perform complex ad hoc analysis as required, joining multiple variables, co-horting, etc
• Work with support management teams to identify and prioritize analysis projects
• Evaluate projects, compile data (interfacing with different departments as necessary), analyze trends and present findings to support management team in efficient and polished manner
• Go above and beyond initial analysis requests by determining what questions we should be asking; proactively provide answers to the next logical questions before they are asked
• Develop expertise of factors which influence the customer experience
• Enthusiastically assist in other projects and day-to-day customer care operations tasks as need arises
• Multi-task effectively
• Provide consistent high level of service to all internal customers
• Successfully lead team with focus on customer satisfaction and issue resolution, ranging from basic technical support issues up to escalated technical support issues involving development team
• Successfully lead a team to sales quota attainment
• Mentor, coach and develop representatives and team leads
• Act as an escalation point for customer concerns and issues
• Analyze inbound inquiry volume and schedule resources to provide appropriate coverage
• Manage rules of engagement between Customer Care representatives and other internal teams
• Act as subject matter expert and answer representatives’ questions
• Analyze trends, identify risks and opportunities and communicate findings to peers and executives. Proactively identify and implement solutions and initiatives to maximize team effectiveness
• Interface with other departments to accomplish Customer Care goals and to provide assistance as needed
• Collaborate with other departments and training resources to ensure that all representatives have adequate product knowledge, procedural knowledge and soft skills

Customer Care-voice Associate Resume Examples & Samples

• Works on preparation of SOPs/ process transitions
• Sound reasoning and problem solving skills
• Ability to read, understand and follow written policies and procedures
• Applies medical billing knowledge to coordinate day-to-day work
• Must have 2+ years of work experience in a call center
• High School Graduate or GED equivalent
• Must have a proficient understanding of medical billing guidelines (ie. timely filing)
• Must have the ability to work well in MS Office applications (ie. excel, word, outlook)
• Must be able to successfully navigate various websites (ie. payer websites for insurance verification, etc.)
• Must be able to multi-task
• Must be able to work collaboratively and seamlessly with all personnel alike
• Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and concerns
• Ability to independently handle and resolve incoming claims calls from members
• Demonstrates through customer interactions the problem solving skills necessary to accurately and efficiently resolve customer inquiries in an organized manner, resulting in acceptable production levels
• Researches, interprets and responds to customers in a professional, efficient manner
• Handles confidential information in accordance with HIPAA requirements
• Documents calls in accordance with departmental policies
• Employs strong interpersonal skills in order to handle difficult calls courteously and professionally
• Interacts effectively with the Operations team, business partners, and internal departments. Actively participates in and contributes to the daily operations of the Customer Operations Department
• Identifies opportunities to improve processes and services. Shares with Customer Operations management issues that are obstacles to providing great service
• Meeting or exceeding quality, productivity and reliability targets through carefully managing handle time, after call work and schedule adherence
• Participates actively in training and coaching efforts to enhance knowledge and sharpening skills needed to improve service
• Maintains professional demeanor at all times, adheres to department policies and procedures, and supports teammate’s development as needed by sharing expertise and providing an example
• Accumulate increasing level of knowledge in one or more of the skill sets we have within the team, including claims, appeals, referral authorization, provider setup, United-based business and other skill and knowledge areas

Customer Care-voice Senior Assoc Resume Examples & Samples

• Responsible for supporting various provider services functions
• Works externally with plan’s providers to educate, advocate and engage as valuable partners
• Responsible for resolving provider issues that may cross departmental lines and involve senior leadership
• Engage with External Vendors - Forwarder and Services Provider to solve customer issue
• Engage with other departments - e.g: Sales, logistics, Technical Support etc to work on process improvement
• Prepare daily/weekly performance reports
• Fully responsible for Customer Satisfaction and feedback for improvement

Customer Care-voice Senior Rep Resume Examples & Samples

• Should be graduate
• BE, BCA, B.Tech Mtech need not apply
• Should have good communication and listening skills
• Should have 0-1 year of experience in US healthcare concept
• Contributes to own team/closely related teams through accuracy of own work
• Understands team objectives and service requirements
• Supports team to achieve goals
• Exchanges job related information to provide routine support on an ongoing basis

Customer Care Senior Analyst Resume Examples & Samples

• Meets all of the metrics as defined by the organization and works on corrective actions
• Compliance to all processes outlined by the Business Process team for all lines of business, this includes compliance to handle time as well as any legal or business practice compliance that would be required
• Understand and modify own action to meet the individual KPI
• Receive complicated escalation from internal or external and provide appropriate solution \service level attainment
• Coordinate internal function team on issue resolution and root cause deep dive for prevention
• Engage with sales or other functional team lead for regular relationship and alignment
• Timely feedback the problem\ suggestion and question which involve system \procedure \script \product raining \environment \KPI and so on to the team manager
• Focus on the daily work tasks and accomplish them timely
• Take lead team initiative \project on operation for Care standardization ool deployment, closely working with different department for process improvement
• Maintain Dell corporate identity
• Research and resolve all inquiries received via phone, email, fax and remedy tickets pertaining to Contract orders including vendor deliveries and returns, delivery complications and shipment tracking
• Process all orders or product sourcing requests received via phone, email or fax that must be entered manually
• When service failures impact customer satisfaction, negotiate and reach for creative alternatives to maintain customer business and avoid returns and cancellations
• Exercise sound judgment in motivating vendors, delivery agents, or service providers to work outside of policy to meet our customer's needs

Customer Care Expanded Specialist Resume Examples & Samples

• Minimum of 2 years previous call center experience, this is a headset, inbound calling queue environment
• Strong typing and data entry skills
• Capacity to maintain confidentiality and enjoy being in a phone intensive environment
• Previous customer service experience in a healthcare setting

Customer Care Representatve Resume Examples & Samples

• Demonstrate a mature and professional attitude while responding to the needs of customers and resolving customer issues/concerns
• Give full attention to call volume and work to reduce response time
• Determine customer needs and work to exceed expectations, ensuring satisfaction
• Schedule repair and inspection services; process and amend related work orders
• Acquire information and process orders for sales leads and customer investigations
• Promote sale of available products and services, as appropriate
• Respond to customer inquiries regarding products and services; act as interdepartmental liaison to assist with problem/issue resolution
• Use professional judgment and escalate customer issue/concerns to management when appropriate
• Perform outbound calls or survey customers and/or schedule services when necessary
• Respond in writing to customer inquiries and/or mail company literature to customer residences
• Minimum of one (1) year of customer care experience or equivalent combination of formal education/training and experience
• Call center experience strongly preferred
• Ability to communicate effectively and professionally both verbally and in writing
• Ability to Perform multiple tasks simultaneously while upholding the highest standards of ethical conduct in accordance with Company directives, policy, and values
• Ability to use personal computers with standard/mainframe software, ACD call center telephone and headset, and basic calculator
• Manage Customer Care representatives’ performance. Ensure that high standards for quality and productivity metrics are consistently met
• Successfully lead team to sales quota attainment
• Monitor support and sales customer interactions for quality
• Provide representatives and team leads with continuous feedback, deliver performance appraisals and address performance issues as needed
• Manage support and sales processes and procedures, ensuring staff abides by all company policies and procedures
• Manage rules of engagement between Customer Care Representatives and other internal teams
• Act as subject matter expert and answer Customer Care Representatives’ questions
• Analyze trends, identify risks and opportunities, and communicate findings to peers and executives. Proactively identify and implement solutions and initiatives to maximize team effectiveness
• Act as project manager for several ongoing projects at any given time; determine goals, organize resources, execute on deliverables and meet timelines
• Quickly respond to priority requests, juggling other projects necessary
• Interview, hire and on board representatives and team leads
• Bachelor’s degree with 2+ years customer service/supply chain experience OR 6+ years of customer service/supply chain experience in lieu of a degree
• Computer proficiency with the Microsoft Office suite of products (Excel/Word) and web-based applications
• Ability to interact with the customer in a helpful and friendly manner and to understand customer needs
• Ability to set priorities and manage time in a dynamic work environment
• Knowledgeable of complex order to cash processes within SAP

Customer Care Professionals Resume Examples & Samples

• Ability to enter data accurately and efficiently into the appropriate database system
• Use basic data entry skills to process credit reports and requests for alerts, and answer general questions about credit reports and credit scores
• Educate the consumer on dispute process and offer options for immediate resolution
• Identify and investigate dispute issues. Maintain the integrity of the database by ensuring data quality and accuracy. Handle escalated consumer issues
• Good oral communication skills
• Good PC / mainframe computer and 10-key calculator skills
• After training you must be available to work a shift between 7:30 am and 8:00 pm Monday-Friday and Saturday –Sunday 10am -7pm. ( You will work one weekend day)
• Bi-lingual is a plus

Customer Care-product Specialist Resume Examples & Samples

• Understand product/software roadmaps and product development strategies
• Participate as primary Customer Care representative in project-gate meetings
• Contribute to and provide feedback to user-experience testing
• Provide customer feedback and product-performance data to help drive next-generation improvements
• Work with Customer Care analytics team; acquire structured data and design functional reports to fulfill analytic needs
• Aggregate post-sale product-performance data, based on direct-customer contacts, (CRM) Logitech’s public properties, online-review sites and third-party forums
• Drive post product launch sustaining efforts; to the extent of recommending areas of improvement based on all customer-feedback channels
• Bachelor degree or equivalent experience
• Minimum 3+ years industry experience
• Self-starter with proven track record of successfully defining and delivering complex analyses, including business implications & recommendations
• Ability to translate technical jargon into customer-friendly information (ex. FAQs, training, etc.)
• Understanding of Salesforce Knowledge and Service Cloud is a plus
• As part of the Customer Care team, lead/support strategic projects with the objective to improve customer satisfaction & deepen customer engagement while transforming service delivery
• Become familiar with the customer order to cash process and learn how Customer Care delivers exceptional service
• Manage projects and make direct contributions through User Acceptance Testing, Training, Work Measurement &/or Tool development
• Learn business processes in order to propose and develop solutions to drive efficiency
• Enrolled in a Bachelors degree in Business, Supply Chain or Logistics
• Strong analytic and critical thinking skills
• Highly motivated self-starter with ability to work independently to achieve goals
• Ability to collaborate with diverse teams
• Proficient with MS Office (Word, Excel, PowerPoint)
• SharePoint experience a plus
• Become familiar with the customer order to cash cycle and how Customer Care services our customers
• Become familiar with the Product Information Team (PIC) concept and the technical aspects of Customer Care
• Lead projects and proactively provide updates as needed
• Participation in process improvement projects
• Enrolled in a Bachelors degree in Business, Supply Chain, Logistics
• Strong background in Excel
• Excellent oral and written communication skills; experience in creating and delivering presentations and communicating ideas and plans (particularly in PowerPoint)

Senior Dir Customer Care-virtual Teams Resume Examples & Samples

• Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management
• Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty are met or exceeded
• Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team
• Develops a high performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge. Deploys and maintains the required systems management team

Epayment Customer Care-inbound Resume Examples & Samples

• Desire to provide exemplary customer service
• Working knowledge of MS Windows or MAC and Internet browser usage
• Ability to maintain composure while working through difficult situations

Customer Care Text Consultant Resume Examples & Samples

• Reviews incoming emails, chat interactions and Marriott Mobile connections; conducts investigation and research consistent within the established parameters of the team. Identifies customer questions and/or issues regarding the technical scope of Marriott.com, selects proper course of action and communicates outcome back to the customer
• Follows established processes in order to provide technical service emails to customers utilizing Marriott.com and educates the customers on how to most effectively use the website
• Follows established escalation procedures when unable to immediately resolve technical customer issues or questions regarding the Marriott.com website
• Researches and resolves guest concerns / problems reported via email/chat channels relating to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department’s first contact resolution guidelines. Respond to all concerns and problems in a professional and courteous manner
• Adheres to established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled. May approve compensation as part of resolution guidelines
• Follows established escalation procedures when unable to immediately resolve customer concerns. (similar to #3 above)
• Documents, researches and tracks all guest concerns and comments in the department automated tracking system; ensure all documentation is accurate for resolution purposes, quality control, brand allocation, and Global Reservation Sales and Customer Care reports. Documents all guest issues in a professional and timely manner
• Provides properties with information on reservations and guest problems that need hotel assistance; coordinate efforts to ensure problem resolution
• Meets or exceeds individual service levels targets and team goals
• Keeps Manager and Customer Care Shift Supervisor informed of trends in errors and concerns relating to reservations and / or Marriott.com
• Maintains an awareness of all new information and operational changes via computer system messages, Outlook, department intranet, memos, etc
• Conducts positive interactions with guests and associates, acting as negotiator to ensure mutual goals are met
• Maintains a professional demeanor, both in personal appearance, work area and all interactions with guests, hotels, peers, and management
• Attends Customer Care team meetings
• Maintains privacy and integrity of guest and associate personal information
• Six months employment at Marriott (internal applicants)
• No more than 5 occurrences / 2 active notifications on file at the start of training (internal applicants)
• Must not have received any written warnings within the last year (internal applicants)
• No written warnings or counseling on file for non-servicing, negative interaction or professional demeanor within the last 12 months (internal applicants)
• Marriott standards and minimum policies for posting require that hourly associates remain in their current positions for 6 months prior to posting outside their department. If promoted, hourly associates must remain in the new position 6 months before posting again. Management associates must remain in current position 1 year before posting. **

Lax-csm Customer Care Resume Examples & Samples

• Support station management in leading airport personnel to provide a superior customer service experience
• Lead and direct airport personnel to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations, including DOT, FAA and other government agencies
• Establish and maintain effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
• Promote a professional culture that is both socially responsible and ethical
• Provide the direction and appropriate support structure using effective resources to enable the team to deliver high performance
• High School diploma or GED equivalency
• Previous airport customer service experience preferred
• Previous experience adhering to compliance standards in a heavily regulated environment required
• Experience in leading a team preferred
• Ability to work independently as well as collaboratively
• Ability to communicate effectively through oral and written means
• Decisive and able to work under demanding operational conditions in a stressful environment
• Willing to work extra hours when there are operational needs, such as weather delays
• Willing to work rotating shifts including weekends, holidays and days-off
• Knowledge and understanding of company policies and procedures and functional automation applications
• Willing to travel on company business if and when necessary
• Willing to produce current and unexpired Driver’s License
• Willing to take a pre-employment drug screening test
• Willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
• Candidates must posses at least SPM/"O" Level/STPM/"A" Level/ Pre-U/Professional Certificate
• Computer literate with MS Excel and Microsoft office
• Fresh graduates are encourage to apply

VP Customer Care Resume Examples & Samples

• Responsible for delivering applications and processes to support our customer call centers, and establish proper inter-departmental cooperation with field operations
• Work closely with the Regional Vice Presidents to define the strategies, outline requirements, plan implementations and measure the results of the team and the operating metrics
• Direct the technology strategy and support the Customer Care business initiatives, portfolio currently includes: ICOMS, speech-enabled IVRs, a standardized CSR desktop, account service, technology service, sales, retail service and more
• Build, manage, and lead a high performing team to deliver the tools and technologies required by the business
• Collaborate with other teams to leverage development across all supported business functions
• Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress and providing feedback, and holding team members responsible for meeting agreed-upon goals
• Establish quality procedures and measures with in the development team
• Ability to diplomatically handle conflicts and facilitate cooperative team resolutions to customer service issues
• Ability to analyze the customer experience, identify specific improvement opportunities, and work with Operations and across functional groups on solutions that improve customer satisfaction and customer loyalty
• Ability to work across management levels; Corporate, Regional and Local functional boundaries with both internal and external partners
• Ability to effectively manage a high-performing team
• Ability to use a calculator, PC, keyboard, fax and other standard office machines
• 5-7 years as Director/Vice President of multi-site domestic call centers with experience in customer care (call center) environments employing over 500 Customer Care Representatives required
• This position requires identifying, evaluating, and implementing solutions that will improve the ability to generate revenue, decrease operating costs, and increase customer satisfaction and customer loyalty
• Excellent interpersonal skills in building and managing relationships, influencing and negotiating partnerships, while maintaining the ability to achieve great results through others
• Success in developing, presenting, and implementing business solutions and processes while improving Call Center Operations must be demonstrated by their track record
• Successful candidate can easily establish a rapport with staff and management alike
• Strong operational knowledge of call center technologies, performance management and resource planning is essential
• Proven success in developing and presenting business cases that include operational, financial, and customer impact analyses
• Call Center Certifications (i.e. ICMI) ICOMS or CSG experience, Aspect
• Strong skills in strategy and planning, budgeting and P & L management, customer support operations, and vendor selection and management
• Must possess a strategic, analytical mind-set as well as the ability to execute on strategy and plans
• Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams
• Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency
• Ability to work closely with a diverse group of individuals of various functional disciplines
• Must possess excellent creative, analytical, organizational, verbal and written communication skills
• BS/BA college degree required
• MBA or MS desired

Customer Care, Returns Associate Resume Examples & Samples

• Review dispute cases filed by buyers
• Respond to user support requests regarding dispute cases accurately and rapidly through email
• Investigate all aspects of an order to assist in determining a resolution
• Execute decisions to fairly resolve disputes following Poshmark’s return policies
• Become familiar with top fashion brands and designers
• Educate users on Poshmark return policies and guidelines
• Gain knowledge of the Poshmark community
• Engage with Poshmark users in a friendly, helpful, and patient manner via email
• Help with administrative support as needed

Inbound Customer Care Resume Examples & Samples

• Ability to provide exemplary customer service
• Active listener, express willingness and displaying empathy towards our customers
• Technology Savvy

Sourcing & Project Expert Demand Management & Customer Care Resume Examples & Samples

• Manage/coordinate purchasing activities and improvement projects within and outside PSSC scope
• Take lead in driving overall team performance, via planning and managing team activities, determining division of work and controlling quality
• Manage relationship with the customers and stakeholders proactively
• Provide day to day procurement support for Internal Stakeholders
• Perform operational activities
• Ensure that all incoming enquiries are answered in a professional and efficient manner (e.g. via e-mail, telephone, or chat)
• Gather all required information as the first point of contact to ensure that customer enquiry can be resolved at earliest opportunity with minimal handoffs, capture an accurate record of a customer enquiry in the system
• Report incoming issues, monitors status and drives their resolution
• Solve escalations related to area of operations
• Ensure internal customers receive satisfactory services
• Provide appropriate reporting on a timely manner as well as ad-hoc reporting
• Identify improvement opportunities and translates these as specific project
• Manage Procurement relations with service providers
• Manage challenging situations effectively

Business Systems Analyst, Customer Care Resume Examples & Samples

• Adaptive self-starter who can work effectively in a highly dynamic, cross-functional environment and handle multiple tasks simultaneously under minimal supervision
• Must be able to quickly identify and resolve problems or issues under time constraints
• Business aptitude and ability to apply judgment in line with service strategies and business issues
• Must have strong organizational skills and be able to perform repetitive tasks with extremely high accuracy with strong attention to detail
• Ability to use professional concepts in accordance with company objectives to solve complex problems in creative and effective ways. Deliver assignments without considerable direction
• Ability to exercise judgment using a variety of methods, techniques and evaluation criteria for obtaining results
• Solid spreadsheet skills - intermediate Excel
• Report design and data analysis experience a plus
• PowerPoint expertise a plus

Business Analyst, Customer Care Resume Examples & Samples

• Strong written and analytical skills
• Working knowledge of corporate business and services processes
• Ability to communicate complex information to corporate cross functional team, customer care audiences and other team members
• Strong customer service and teamwork skills
• Professional demeanor to maintain and enhance relationships
• Ability to work with limited direction to independently determine and develop solutions that contribute to the organization's goals and objectives
• Ability to identify issues with and develop solutions to complex business problems using a variety of methods such as data analysis, research, journey mapping, requirements gathering, process testing, gap analysis etc
• Ability to deliver assignments without considerable direction
• Spreadsheet and PowerPoint skills a plus
• Business Process Management & Organizational Change Management experience preferred

Internship Implementations & Customer Care Resume Examples & Samples

• Training the client on the assigned Product Functionalities
• Keep abreast of new product developments and enhancements
• Assist in the development and documentation of new processes and procedures within the Customer Care department and with other departments
• Act as the liaison between Customer Care and IT to gather additional information on system issues, co-ordinate clarification of support requests and validation of changes after changes are implemented
• Other Implementation/ Customer Care related tasks and projects
• Fluent in English and a 2nd language

Customer Care Licensed Associate Resume Examples & Samples

• Accurately document and record issues within the appropriate tool
• Achieve or exceed minimum service level requirements set forth by management
• Call center experience highly desired
• Familiarity with basic office productivity software
• Ability to adjust priorities, manage change and time wisely in a fast-paced, rapid-growth environment

Customer Care Repressentative Resume Examples & Samples

• Determine customer needs and develop sales strategies to meet those objectives
• 3 years of outside sales experience in a results driven environment
• Conflict resolution and problem solving skills with an ability to work through difficult customer situations
• Strong negotiation skills with an ability to sell intangible services
• Valid driver's license, good driving record and able to pass a background check

Customer Care Voice Consultant Resume Examples & Samples

• Research and resolve guest concerns / problems reported via Global Reservation Sales voice channels relating to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department’s first call resolution guidelines. Respond to all concerns and problems in a professional and courteous manner
• Adhere to established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled. May approve compensation in accordance with resolution guidelines
• Follows established escalation procedures when unable to immediately resolve customer concerns
• Process and validate service check feedback for sales associates in a manner designed to improve awareness on booking policies, procedures and professional growth
• Respond to guest issues requesting assistance via phone, letters and faxes
• Document, research and track all guest concerns and comments in the department automated tracking system; ensure all documentation is accurate for resolution purposes, quality control, brand allocation, and Global Reservation Sales and Customer Care reports. Document all guest issues in a professional and timely manner
• Provide properties with information on reservations and guest problems that need hotel assistance; coordinate efforts to ensure problem resolution
• Follows established processes in order to provide technical service to customers utilizing Marriott.com and educates the customers on how to most effectively use the website
• Relocate Marriott Rewards clientele to other Marriott properties in the event of a hotel deflagging
• In the event of a disaster (hotel structural damage due to severe weather, fire, terrorism, or other wide scale emergency), provide coverage for the Marriott Crisis Line
• In the event of a security breach, handle calls for the Credit Card Privacy Hotline
• Fields calls regarding Marriott.com, live chat and Marriott Mobile issues; conducts investigation and research consistent within the established parameters of the team. Identifies customer questions and/or issues regarding the technical scope of Marriott.com and its electronic channels, selects proper course of action and communicates outcome back to the customer
• Follows established processes in order to provide technical service to customers utilizing Marriott.com, live chat and Marriott Mobile; educates the customers over the phone on how to most effectively use the website
• Keep Manager and Customer Care Shift Supervisor informed of trends in errors and concerns relating to reservations and / or Marriott.com
• Maintain an awareness of all new information and operational changes via computer system messages, Outlook, department intranet, memos, etc
• Conduct positive interactions with guests and associates, acting as negotiator to ensure mutual goals are met
• Maintain a professional demeanor, both in personal appearance, work area and all interactions with guests, hotels, peers, and management
• Attends Customer Care Contact Center team meetings
• Applies all sales techniques to convert inquiries into reservations
• Perform a variety of other duties as directed by Management
• Six months employment at Marriott (applicable to internal candidates)
• No more than 5 occurrences / 2 active notifications on file at the start of training (applicable to internal candidates)
• Must not have received any written warnings within the last year (applicable to internal candidates)
• No counseling on file for non-servicing, negative interaction or professional demeanor within the last 12 months (applicable to internal candidates)

Customer Care Clerk Medical Resume Examples & Samples

• Offer a professional service to our customers in regards to Order Management, general inquiries and support
• To provide a high standard pro-active support facility to Sales Representatives
• To seek opportunities of improving the service that is provided for our external/internal customers
• To actively promote and support Stryker’s Sales Activities
• Ensure timely delivery of products to meet customer requirements

Customer Care Sales Specialist Resume Examples & Samples

• To assist Marriott guests in making reservations; provide customer service and assist with problem resolution in a professional manner. To identify different types of guests and adjust selling skills appropriately to capture the sell
• Demonstrate competent operation of the Merlin and MARSHA computer systems and telephone console
• Maintain updated knowledge and understanding of all Marriott Lodging Brands and programs
• Maintain updated knowledge and understanding of all hotel-selling strategies to maximize hotel occupancy and revenue
• Maintain continuous improvement in conversion, Calls per Hour and Revenue per call
• To be aware of all existing accident prevention and safe work practice programs in the center and to work in a manner free from unsafe acts and to create a safe environment in which others may work
• Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program
• Follow “up selling” techniques and sales strategies in order to maximize property revenue
• Identify repeat guests using appropriate codes
• Process in the computer system all reservation requests, changes, and cancellations received by phone, fax, or mail

Customer Care Co-ordinator Resume Examples & Samples

• Solid experience working in a customer service or technical support role
• Experience supporting customers over the phone, via live chat and via email
• Previous supervisory, coaching and training of staff within a customer service environment preferred
• Experience in a call-centre environment is preferred but not essential

Customer Care Sales Consultant Resume Examples & Samples

• Handles various incoming and outgoing sales-focused phone calls
• 1-2 years’ previous sales experience, preferred
• Ability to build rapport quickly, and be persuasive without making the customer feel pressured

Americas Customer Care Leader Resume Examples & Samples

• Establish and execute the Americas Customer Care strategy to align with overall direction globally. While primarily responsible for the Americas, the Customer Care Leader is to play a global role in the evaluation and input into overall strategy for the function towards delivering an Extraordinary Customer Experience
• Will lead and champion the lean transformation of customer care activities and will continue the change management process in the Americas
• Drive Operational excellence through disciplined execution
• Develop talent throughout the Customer Care organization
• Responsible for the Customer Care Organization in the Americas with more than 50 professionals
• Provide leadership to structure and align Customer Care in the Americas to meet the Business strategy
• Interface with BU leaders to ensure full understanding of their Customer Care needs and expectations
• Liaise between sales and plant / supply chain to achieve delivery and sales performance KPI
• Lead large complex projects that cross functions and regions
• Represents TE Customer Care at Customer Visits to build higher-level relationships
• Support site sales Initiatives, champions to drive KPI improvements with alignment to corporate policies, procedures and standards (including TEOA)
• Develop and upgrade the Customer Care Americas team
• Drive high level of engagement within the Customer Care Americas team
• Work close with other Customer Care leaders to roll-out global initiatives
• Result Oriented
• Strong prioritization skills
• Analytic and problem solving skills
• Strong Communication/ Persuasion/ Interpersonal skills; ability to establish strong business relationships
• Consultative skills to influence without authority
• Proven Success records of transformational efforts in Customer Service/Care
• Previous Experience leading large & globally diverse teams
• Demonstrated experience in working effectively and directly with all levels of the organization
• Bachelor’s degree required (MBA or Master’s degree a plus.)
• Fluent in English (both written and oral)
• Flexibility to travel when required
• Six Sigma Green Belt or more is a plus

Customer Care Key Account Specialist Resume Examples & Samples

• Expertly manages the order to cash process across multiple Strategic Business Units or Regional Business Units. Understands the numerous Customer Interaction Models (CIMs) and segmentations that are supported by BASF Business Units. Is able to assist in strategic decision making against these various service offerings. Is able to provide clarity to the customer based on business specific agreements
• Work through the internal intricacies and complexities of BASF to expertly manage key accounts and translate tactical actions to strategic thinking
• Provide project leadership across Customer Care hubs, business units, and/or functional groups important. Able to organize clear key deliverables, establish and meet deadlines, and be solution-oriented. Collaborates and facilitates information sharing, with the ability to skillfully deliver presentations to stakeholders
• Be heavily involved in resolving issues beyond the core responsibilities of a Customer Care Account Representative and/or Specialist, with the expectation to continuously differentiate services levels
• Build synergies based on knowledge of the customer’s and BASF’s processes and look for efficiency gains both internally and externally. The Customer Care Key Account Specialist is a leader in enacting process improvements and continuously challenging the status quo, making it easier for the customer to do business with BASF
• Partner with the Global Key Account Manager, Regional Key Account Manager, and Corporate Key Account Manager to have an in depth understanding of the customer and the customer’s market(s). Knows the customer’s approach to market, as well as BASF’s account plan for the identified strategic key account. The Customer Care Key Account Specialist displays active involvement with the Global Key Account Manager, Regional Key Account Manager, and Corporate Key Account Manager and participates in multiple customer visits each year. Target agreement(s) to be in alignment with Global Key Account Manager, Regional Key Account Manager, and Corporate Key Account Manager initiatives
• Be skilled in the customer’s eCommerce platform, as well as BASF’s ability to support that platform. Actively pursues eSolutions to suit the needs of the strategic key account. Ensures consistency within this arena across all BASF Operating Divisions
• Promote awareness of the Corporate Key Account model within Customer Care at BASF both internally and externally, acting as a liaison between the customer and BASF
• Work independently, be a self-starter, and contribute in a virtual team setting
• Ensures that Customer Service call center areas are adequately staffed and that all personnel are trained
• Improve customer satisfaction scores and process efficiency by deploying latest call center technology (including but not limited to IVR, analytics, resource allocation) and process improvement initiatives
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
• Manages the operations activities for the functional area(s)/region(s) by planning and scheduling departmental activities and workload and coordinating with related departments ensuring that operational schedules are met
• Reviews and recommends new methods and procedures to make daily operations in assigned area more efficient
• Participates in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs
• Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follows up with resolution of problems to ensure timely response and customer service
• Implements and monitors tracking and performance monitoring mechanisms. Provides reports to keep senior managers informed of operations activities; makes formal presentations to senior management as required
• Maintains knowledge of all products and services offered in assigned area. Keeps informed of new or changing developments, products, services or ideas which would affect operations
• Develop, monitor and track business performance against goals for assigned product line(s) or geographical areas. Ensures customer service goals are met
• Plans, develops, implements and controls assigned organization and budget functions
• Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Directs the approval of employee time records, work assignments, vacations, sick pay, etc. Implements and executes employee relations policies,training programs and various other human resources programs and policies
• Fields inbound contacts (voice/email, etc) for both internal and external customers
• Focuses on delivering a positive customer experience according to Dell standards
• Responsible for pre-sales and/or post-sales service to customers
• Facilitates customer order fulfilment
• Monitors and tracks issues to ensure accurate resolution
• Provides direct product/service advice and guidance to customers
• Facilitates the escalation of equipment returns, replacement, sales orders and delivery schedules
• Problem analysis and solving
• Internet explorer
• Customer service
• Call center
• Financial aid
• Client services

Associate Analyst, Customer Care Resume Examples & Samples

• Coordinates Call Center Operations service delivery activities with assigned internal clients
• Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity
• Manages ad hoc technical projects requested by assigned internal client

Customer Care Center Representative Resume Examples & Samples

• You will have the opportunity to service customers or prospective customers via inbound telephone calls. You will provide first call resolution for all retail banking inquiries, commercial inquiries, Online Banking (Business and Retail), Bankcard, fraud, forgery, ID theft, and policy and procedure questions
• In addition to service support of these customers, you will be responsible for identifying potential cross-sell opportunities and referring to the appropriate sales area within the bank
• You will provide specialty area of support in one of the following categories: Bankcard, Business online banking or general servicing
• Incoming calls are received from customers in multiple states from multiple banks
• We are looking for a customer service oriented, fast learner with the ability to work in a fast paced environment and handle extremely confidential information

Customer Care / Reservations Specialists Resume Examples & Samples

• Must possess high level of customer service skills
• Highly organized and systematic, and has keen eye for detail
• Is proactive, exudes confidence in dealing with members, and capable of handling tasks under pressure
• Goal-oriented and strives for continuous improvement
• Experience in customer support environment would be an advantage
• Must have finished 2nd year college level/vocational/diploma course/Bachelor's degree

Customer Care Sales Resume Examples & Samples

• Resolves customer questions, complaints and billing inquiries in a professional, helpful manner
• Promotes and sells client products and services by emphasizing product features based on customers’ needs
• Upsells to customer as necessary
• Utilizes computer system to verify and document customer requests
• Continually improves knowledge of company services and promotions
• Solid business and sales knowledge
• Working knowledge of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA)

Customer Care Apprentice Resume Examples & Samples

• Taking inbound calls, and as a key point of contact combining a professional service with passion for, and knowledge of our products
• To liaise on a daily basis with Commercial Team members to advise them of any potential issues regarding order processing / delivery / payment queries
• Be part of a highly motivated team delivering an excellent standard of customer service
• Be part of and actively contribute to a highly motivated team; able to work both independently and as part of the team on both short and long term goals
• 5 GCSE’s grade A-C including Maths and English (or equivalent) required
• An ability to deal with a high level of internal and external telephone calls in a professional manner
• To work accurately and quickly under time pressure, with the ability to build relationships with customers
• The ability to communicate effectively both in written and verbal form
• The ability to work both autonomously and as part of a team, and plan and organize own daily workload to meet daily deadlines
• The ability to resolve problems or where appropriate direct issues for consideration to the appropriate level
• The ability to analyse information
• Knowledge of Microsoft Office, including Excel
• Take ownership for driving best of breed customer experience
• Provides feedback to agents and support staff to increase numbers of CSAT goals and productivity
• Understands and keeps up-to-date on current policies and procedures
• Responsible for end to end solutions for post-sales service to customers
• Provides training/coaching about Policies and Procedures
• Executive Communication based on business needs
• Ensure agents received proper feedback in regards to service request worked and CSAT comments per week
• Be innovative and good judgment in resolving issues effecting customer satisfaction
• Organization and problem solving skills
• Microsoft Service Proficiency
• Communication Skills for executive levels. (Oral and written)
• Analytical thinking for process improvement

Software Engineer, Customer Care Technology Resume Examples & Samples

• Using JavaScript, Backbone.js, and Underscore to come up with innovative UI workflows in a single-page application
• Making onboarding more streamlined by replicating the delivery pipeline in local developer environment using Docker and Vagrant
• Using machine learning to build predictive features that solve customer agents problems
• Defining and implementing continuous delivery and continuous integration strategies
• Implement chat, text, and other innovative integrations into a CRM
• Integrate CRM with IVR, Amazon Echo, and various phone switch software
• Work closely with the business and users to understand requirements
• Design and develop solutions in the SugarCRM framework
• Troubleshoot, optimize, and performance tune
• Object oriented software principles, design patterns, and Agile methodologies
• 3+ years web development experience with JavaScript, PHP, Python, or similar
• Experience using a JavaScript framework in a single- or multi-paged application
• Understanding of relational databases
• Experience in Unix environment
• Experience consuming RESTful APIs and web services
• Working knowledge of search engine such as Elastic search a plus
• Experience with Machine learning libraries a plus
• Bsc/Masters in Computer Science, software engineering or a related field

Customer Care Leader Resume Examples & Samples

• Guide Customer Care and Customer Experience Strategy for the In India for India Customer Care (IDC) and Global Customer Care (GCC) teams. Help drive the effectiveness and efficiency of these tams to deliver competitive value and productivity for the India and global Businesses
• Sets and achieves Customer Care functional goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems
• Plans and engages in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the ordering process, improve alignment between sales, sales support, customer service, and technical support
• Lead a team of 50 employees comprising of India Customer care team & Global order processing Team
• Develops the job performance standards and goals for all CCRs to achieve the organization’s customer care and retention goals and assist in reaching revenue objectives of their region
• Develops and implements strategies for up selling, cross-selling and outbound campaigns as appropriate
• Assists in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team
• Trains, coaches and manages all CCRs in line with all policies and procedures. Conducts monthly customer care audits
• Assists in the development and implementation of ‘best practice’ processes across the organization to ensure efficiency resulting in reduced costs and improved customer service
• Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals
• Develops a training curriculum and personal development plan for all staff. Conducts training as required achieving goals and service standards
• Liaises with other functions to ensure alignment and an enhanced customer experience. This includes but is not limited to working with Planning, Logistics, Sales, Marketing, and Finance
• Helps solve problems that affect the service, efficiency, and productivity of the Customer Care group. Escalates concerns in a timely manner. May create cross-functional teams to resolve problems
• Analyses and summarizes data on all facets of the operations to drive transparency and objective and strategic decision-making and proposals
• Establishes and maintains timely and thorough reporting to the Customer Care Lead and Commercial Operations Lead on all customer care management facets of the organization
• Any other tasks as assigned from time to time
• Conduct training sessions as needed on emerging technologies
• Technologies for job (CRM, JDE, etc.)
• Share retailer best practices
• Allocation management to standard
• Backorder management for clean picture to forecasting
• Create and Maintain knowledge base articles
• Share knowledge base with all reps
• Maintain accuracy on previously published articles
• Assist with day to day tasks
• Freight Discount maintenance completed within 24 hours
• Credit requests released within 48 hours
• Allocation moves as needed
• Analyze and report on recorded phone calls-pass on feedback to managers
• Weekly feedback to manager
• 3 Great calls
• 3 calls that need improvement
• Tier 2 Customer Relations
• 1st level of escalation for upset customer interactions
• Participate in Product Development Timeline/Process
• Attends meetings as scheduled (Potential need to lead meetings)
• Advocate of Customer Service
• Sign off on manuals
• Service parts/aftermarket parts available at time of launch

Fair First Call Customer Care Collections Resume Examples & Samples

• Minimum 1 year customer service experience preferred (financial services, call center, retail, etc.)
• An understanding of Collections fundamentals
• Experience working in a fast-paced environment

Customer Care Specilast Resume Examples & Samples

• Achieve personal and team service level goals
• Develop an expertise in Cars.com services and products and take an active role in sharing this knowledge with Customers
• Prior customer service experience or service industries experience preferred

Customer Care Instructional Help Desk Resume Examples & Samples

• Proven Microsoft Skills including Office, Word, Excel, PowerPoint and Outlook
• Familiar with internet browsers including Internet Explorer, Chrome, Firefox and Safari
• Familiar with Apple iOS, Mac OS, Windows versions 7, 8 and 8.1
• Experience in the use of web-based application systems
• Ability to use a PC, fax machine, copier, and telephone
• Proven customer service skills: must have worked as a trainer and/or support person in the past and must have two to three years’ experience within the last five years (member of a service desk and/or training team)
• Ability to learn complex applications
• Proven knowledge seeker, life-long learner
• Ability to set priorities in the planning and coordinating of work efforts necessitated by training and supporting those involved in a program rollout
• Problem solving skills – deductive reasoning skills
• Ability when requesting assistance to thoroughly research, describe and document an issue, question or problem, giving examples
• Ability to train, mentor and coach persons with varied levels of skills and abilities
• Ability to verify the work of those being trained, mentored and coached and to redirect as necessary
• Ability to assess readiness of those being coached, mentored, and trained
• Ability to adapt to last-minute changes and transfer updated information to those being trained
• Ability to recognize the difference between an incident (a one-off situation) and a problem (trending issue) and advise supervisor of trending issues as they arise
• Ability to politely deflect situations when asked to perform duties not in one’s job description
• Ability to understand and adhere to rules of conduct and business
• Customer order handling, from receiving to shipping
• Generate Revenue plan, Inventory plan & PD backlog report
• Drive internal and external supplier to deliver material as per customer requirement
• Coordination with different functions; logistics, stores, factory, sales & customer for Order execution
• Resolve customer’s non-technical issues within TAT and minimize sales involvement in post-sales activity
• Deliver best-in-class service and support as measured by our customers
• Support the improvement in OTTR and end to end operational performance for customers
• Review core processes to simplify and improve customer experiences and work with GMs to optimize customer support processes that support the business
• Drive customer satisfaction assessment to achieve sustainable improvement to the customer experience
• Perform analysis for non-favorable trend, identify gaps and implement actions to bridge those gaps
• Serve as the escalation point for order management and commercial support issues within EES
• Participate in weekly, monthly sales call and publish reports
• Understand & Capture VOC (voice of customer) and work towards customer satisfaction score improvement
• Deploy HOS methods including tiered escalation, visual workplace and leadership standard work. Utilize HOS toolsets and methodology for the implementation of key transition projects
• Position will supervise immediate staff of customer care executives
• Role will be responsible for mid-year and annual performance review, merit / incentive assessment, goal deployment and approval of team members

Customer Care Furniture Specialist Resume Examples & Samples

• Effectively manage customer interactions by addressing customer needs through evaluating inquiries, providing appropriate assistance, accurately processing orders, and following through to ensure customer needs are met in a complete, timely and effective manner
• Manage purchase orders, vendor acknowledgments and merchandise returns for customers
• Perform special order handling for non-stock items by recording, researching, tracking, and pricing special orders
• Verify product costs, order margins and chargeable service fees are accurate and escalate for managers approval if outside of guidelines
• Identify and close opportunities through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines
• Supports strategic sales initiatives and campaigns by organizing reports and marketing collateral
• Expedite furniture orders, process credits, replacement parts and returns
• Ability to review AutoCAD drawings with designers and sales to ensure kit of parts is accurate prior to order entry
• Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame
• Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs
• Assists in training of sales and customer service staff along with customers on products, processes and procedures
• Participates in ongoing process training, vendor training and furniture business updates
• Participates in the completion of RFP’s, tenders and customer presentations
• Reviews and analyzes weekly monthly CFS sales and back log reports and actions accordingly
• Assists sales management by compiling, consolidating, analyzing and preparing data for sales reports and presentations. Creates forms, spreadsheets and tracks promotions
• Management and coordination of vendor catalogues and prices lists for the design library, and furniture demo program and showroom
• Manage points assignment and sales orders for vendor spiffs
• Excellent customer service and interpersonal skills
• Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment
• Excellent organization skills with the ability to prioritize and manage multi-tasks
• Consultative selling skills are an asset
• Strong computer based abilities including an excellent working knowledge of Microsoft applications and 20-20 worksheet
• Able to work in a fast paced, high-demand environment
• Minimum 2 years previous customer service experience and office furniture industry knowledge
• Experience using 20-20 worksheet software and AutoCAD is an asset
• Knowledge of commonly used concepts, practices and procedures in the furniture industry
• Working knowledge of CFS or similar Order Management System
• Experienced and proficient in MS Word, MS Excel, with working knowledge and skill in MS PowerPoint
• A university degree and / college diploma with emphasis on communication, marketing and/or project management

Customer Care Workforce Analyst Resume Examples & Samples

• ​Use your advanced Microsoft Excel skills to forecast short and long-term labor requirements
• Develop, analyze and communicate labor performance
• Analyze performance and determine controllable vs. non-controllable factors
• Mine data to identify improvement opportunities
• Manage improvement opportunities to enhance productivity
• Analyze forecast variances and impact on labor requirements
• Strong computer skills with a broad knowledge of software packages and MS Office
• Good Communication with grammar, analytics and Flexibility
• Unexplained breaks in education not entertained
• No past tenure work experiences
• Sound analytics and keyboard typing skills
• Should have eagerness and urge to learn quickly and implement the learning and be looking forward to grow with the organization
• Retention (Should be ready to work for at-least 2 years with the organization) and not the one with short term plans or as a stop gap arrangements
• Flexibility towards work/business
• Agreeing to work in complete night shifts
• If possible non-engineering graduates and far away state candidates as they attrite fast

Customer Care-voice Senior Associate Resume Examples & Samples

• Integrates knowledge and experience as a skilled specialist
• Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies
• Possesses deep technical knowledge in area of specialization
• Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions
• Develops solutions to complex technical problems, which may impact multiple work areas
• Work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations
• Resolves complex issues escalated from less-experienced team members
• Must be willing to work on extended hours during weekday and weekend
• Client interaction
• Ability to understand complex problems
• Expert knowledge and application of a specialized technical skill
• In-depth understanding of broader interdependencies across various processes
• Minimum 1 year relevant experience in US Healthcare Revenue Cycle Management
• Ability to understand and interpret source documents
• Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service

Customer Care / Reservations Sales Specialist Resume Examples & Samples

• Displays excellent communication skills, both written and verbal; fluent in English language
• Highly organized and easily manages his/her workload in a fast-paced environment
• Possesses excellent work ethics and values. Attendance is very important to the team
• Must be willing to work on graveyard shifts, holidays and weekends
• 3 to 4 years of experience in RCM
• Good knowledge in AR follow-up process
• Experience in Denial Management
• Should have experience in writing appeals
• Night shift only

SVP, Global Customer Care & Experience Resume Examples & Samples

• Lead the Customer Service Management (CSM) and Equinix Service Desk (ESD) functions (500+ employees); create and drive a customer success focused, agile and results driven team culture
• Creating and driving strategic customer support initiatives. Developing customer service best practices that reflect the highest standard of client satisfaction. Enhancing methodologies that optimize service levels and that meet company growth goals
• Leverage your knowledge of customer value drivers to design and enforce effective metrics and reward structures appropriate for the different roles in the team
• Improve both efficiency (responsiveness and cost to serve) and effectiveness (deliver against business expectations)
• Leading, mentoring, and motivating the support organization to relentlessly focus on client advocacy and addressing issues rapidly and completely
• Partnering closely with product management, sales, marketing, and customer success teams to create strong and collaborative partnerships
• Continually listening to the Voice of the Customer to ensure satisfied and happy clients
• Bachelors degree required. MBA strongly preferred
• 10+ years of experience in the Customer Care function, at least 5+ years in a leadership role
• Must have experience and passion for leading and running technical support and customer advocacy teams – global experience required
• Proven track record of building paid premium service programs for a subscription-based organization
• Creative approach to supporting clients through tiered services solutions
• Possess strong customer relationship and technical skills
• Global experience that understands the nuance between consistency and localization is a must
• Management of contact centers – efficient and effective outsourcing partnerships, technology and motivating a global workforce – is a must
• Superb data driven analytical skills and turning insights into action
• Ability to lead and inspire customer service professionals to succeed in a fast changing market, keeping the team focused on breakthrough strategies and tactics to best leverage available resources
• Ability to evaluate new technologies that would enhance the customer support team and services provided to the client
• Strong emphasis on Customer Experience and understanding the product and sales teams
• Experience supporting Enterprise clients across different industry sectors
• Ability to understand business and product portfolio strategy and translate that to customer service expectations is key
• Ability to see from the customer point of view and championing that view across the company
• Proven relationship management skills and ability to communicate at all levels is a must
• Experience in both customer care as a cost center as well as a P&L is preferred
• Ability to travel 40%

Web Payments Customer Care Resume Examples & Samples

• Two years customer service experience and/or two years call center experience required
• Advanced knowledge of Windows, MS Office Suite, and Internet navigation required
• Very strong ability to multi-task with PC applications and phone required

Customer Care Ctr Rep Resume Examples & Samples

• Responsible for the customers in the regions or skill sets assigned which includes ensuring familiarity with their customer’s business needs and that customer orders are managed with a high level of accuracy, customer service and follow through
• Should maintain a minimum of a Meets Expectations rating in Monitoring, unless Region associated, then an Exceeds Expectations should be maintained
• Schedule flexibility, must be willing and capable of working any shift 24/7/365
• Successful completion of product training and testing required within 60 days of hire
• Must be proficient in all aspects of JDE within 60 days of hire
• Strong analytical and organizational skills required
• High attention to detail required
• Experience working in a healthcare setting preferred
• Bilingual in Spanish a plus
• Manages projects, or specific activities related to projects within given constraints of scope, schedule, budget, and quality through the duration of the project
• Allocates work among team members and provides guidance on a regular basis
• Conducts periodic reviews to ensure project is on track and conducts post-project reviews
• Ensures all project documentation is kept up to date and communicated to the relevant stakeholders on a timely basis
• Utilizes relevant project management tools, systems, and applications
• Defines supporting and/or driving process improvements
• Undergraduate degree and 2-4 years relevant experience or
• Graduate degree and 0-2 years relevant experience
• 2 years of More Years of Relevant Experience
• Disability, Absence Management and/or Life claims experience
• Proven ability to navigate through multiple systems and applications
• Proficiency with Microsoft office suite of products including Excel, PowerPoint and Word
• Proficiency in keyboarding skills
• Handle complex technical duties and specialized/pilot projects on cutting edge initiatives
• Acts as mentor and subject matter expert
• Proficient verbal and written communication skills
• Other duties as assigned by Team Manager or other member of Management team
• Service the needs of customers
• Support others who maintain relationships with the customers
• Respond to inquiries quickly and completely, provide status updates
• Recognize and respond to or refer opportunities. Proactively anticipate and respond to customer inquiries
• Identify and resolve problems by referring to policies, procedures and standards
• Continually improve unit performance by analyzing and recommending enhancements to technical procedures
• Demonstrate commitment to corporate values
• Take accountability for participating in the performance management cycle
• Participate fully as a team member
• Exchange expertise and provide advice to team members and business partners
• Take action to manage own personal development

Cisco Frontline Customer Care Turkish Resume Examples & Samples

• Redirects the caller to the appropriate department within Cisco
• Fluency in written and spoken Dutch, Flemish, Italian, Spanish, Turkish, German or French
• Working with others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale
• 24 months experience in customer service
• Process in-coming, new loss calls by properly obtaining appropriate claim information
• Provide initial service to customers by explaining the claim process, initiating the damage appraisal and rental car if appropriate
• Resolve/answer routine problems and questions and refer others to unit leader or appropriate unit
• Simultaneously use multiple computer applications to enter required claim information
• Comply with all internal and external reporting requirements
• Claim insurance experience helpful but not required
• Strong oral communication skills and excellent phone manner
• Strong computer and keyboard skills
• The Customer Care Analyst services callers with Short Term Disability and Leave Management Claims
• Provide Exceptional Customer Service to all customers within a virtual contact center
• Handle calls daily. Discuss claim status and ensure compliance with policy provisions and state/federal regulations
• Work successfully in a fast-paced environment

Customer Care Service Rep Resume Examples & Samples

• Exceptional Customer service skills required
• Ability to verbally communicate clearly and succinctly
• Ability to compose a grammatically correct, concise, and accurate paragraph in English
• Ability to pass background and identity verification screen
• Experience in customer/technical support and knowledge of CRM software preferred
• Proficient working in a Windows environment with multiple applications and navigation between applications to research information
• Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
• Ability to type 40+ WPM
• Ability to work during operational hours, Monday – Friday, 8:00am – 12:00am EST

Cisco Frontline Customer Care German Resume Examples & Samples

• Acts as first point of contact for any Cisco customer, partners/reseller or employees in the specific country you will be operating on
• You will be required to take inbound calls in English depending on business need
• Provides support to customers via the telephone, email and chat
• Fluency in written and spoken Dutch, Flemish, Italian, Spanish, German or French
• Planning & Organising - Ability to multitask, plan and prioritise workload
• Problem Solving - Demonstrates problem solving and troubleshooting skills
• Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets. Takes ownership to enhance your own learning to ensure sufficient knowledge to excel in the role

Cisco Frontline Customer Care French Resume Examples & Samples

• Flexible to assist in other teams across the business depending on business need
• Specialist Expertise – Computer literate and confident in ability to browse internet
• Effective Communication - Excellent communication skills both verbal and written
• Interest in computer networking and infrastructures
• Promote the Kier Homes brand wherever possible
• Actively support CR activities within the company
• Ensure professional, positive and enthusiastic communication with customers
• Provide excellent customer service at all times
• Undertake 7 and 21 day calls to purchasers after completion date
• Manage Operatives and Managers Diaries for appointment booking
• Acknowledge Homeowners emails and respond within 24hrs
• Incoming calls to be handled efficiently and within 3 rings
• Follow procedures for logging calls on COINS OA
• Ensure call records are kept up to date by completing memorandum and telephone in / out
• Scanning of signed task sheets from customers, sub-contractors and operatives and call closing
• Follow procedures with sub-contractors; if they fail to follow the Customer Care Charter and feedback to team leader and Commercial Co-ordinator
• Embrace and follow new procedures
• Challenge and question where you believe work practises can be improved
• Liaise with customers and sub-contractors to ensure necessary remedial work is completed within the agreed timescales
• Escalate homeowners queries and complaints to the team leader where necessary
• Accurately record information on Coins OA
• Pass quotations to Customer Care Manager for approval & Commercial Co-Ordinator for order raising
• Ensure Customer Care Charter is followed at all times in respect to our sub-contractors
• Ensure original subcontractor is tasked to defects within the 2 year period
• Comply with all areas relating to Health and Safety
• Raise any concerns with team leader or relevant person and maintain a safe working environment
• The ideal cnadiate would have worked and managed a team with a call centre environkent or similar
• Must have had experience in implementing new processes and procedures
• Candidates would need to have managed teams I order to maximise effectiveness
• Have the confidence and ability to deal with customer care related issues and support the team when necessary

Customer Care Representatives Resume Examples & Samples

• Responds to customer inquiries regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail
• Utilizes computer/on-line guidelines in responding to customer inquiries
• Handles customer problems related to product function or the replacement of defective parts
• Completes, processes, and maintains applicable paperwork and records
• Strives to resolve customer issues on the first call without having to transfer callers
• Follows escalation procedures as needed

Coordinator, Customer Care Center Resume Examples & Samples

• Competitive, driven and motivated
• Outstanding communications skills (including verbal, written and listening skills)
• Ability to build rapport over the phone
• Problem- solving and decision- making abilities
• Excellent active listening and analytical skills
• Execute and prioritize multiple tasks
• Ability to build relationships (respect, trust, consensus)
• Encourage and inspire others
• Constantly strive for customer satisfaction, quality targets and service levels. Deal with high level customer complaints or issues and those requiring escalation
• Manage the resolution / negotiation of customer issues to minimise cancellations, maximise customer retention and increase PB revenue
• Deliver ‘best in class’ customer service in order to ensure maximum customer satisfaction which in turn will improve Pitney Bowes profitability
• Improve knowledge of outsourced business partner, to deliver enhanced SLA’s
• Management and development of a team based in Dublin
• People who thrive on making the customer, central to everything they do – ensuring a best in class customer service
• Excellent communication skills, both written and verbal, and a high level of numeracy
• Team management experience
• PC literate in Microsoft applications
• Strong inter-personal skills
• Proven objection handling and decision making skills
• A genuine customer focus and desire to work with people
• Demonstrable investigation, analytical and customer resolution experience
• Fluency at least in one of Nordics language in addition to English is required for this role

Service Desk Engineer, Customer Care Resume Examples & Samples

• University graduate with a technical focus
• 2+ years previous Technical Support Center experience required with an emphasis on business to business interactions. Knowledge of Adobe products will be preferable
• Experience in supporting software applications with an emphasis on server based applications
• Experience working in a team environment and managing a diverse workload
• Outstanding written & verbal communication skills
• Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)
• Effectively provide prompt, accurate and professional responses to customer inquiries
• Successfully resolve routine inquiries regarding payments, escrow, loan terms etc
• Display active listening skills
• Document loan activity to the LoanServ system
• Actively collect on past due payments
• Establish payment arrangements and determine strategies to resolve delinquency
• Foreclosure questions and concerns
• Determine the reason for default
• Counsel customers about consequences of delinquency
• Maintaining service levels and call center performance metrics - Schedule Adherence
• Dependability(attendance)
• Payment Collection and Deal Production
• Handle Time
• Department statistics(e.g., have a general understanding of and interpret individual and/or team data)
• Mortgage Experience desirable but not required
• Must speak fluent Spanish
• Problem solving and decision making abilities
• Knowledge of customer service strategies
• Computer knowledge(Microsoft Office, LoanServ and understanding of network systems) preferred
• Scheduled shift changes as a result of business needs (associate must be flexible)
• Drive service excellence to deliver BT consumers vision of Happy Customers, Brilliant Experiences and Excellent People
• To achieve team sales and operational targets through effective use of the coaching for performance capability
• Plan and organize own time to deliver optimal results against sales action plans
• Help advisors understand and focus on business priorities
• To drive continual business improvement in sales, customer retention, revenue and quality
• Take personal ownership of customer feedback and issues, escalate where necessary
• Build effective relationships with external stakeholders e.g. agency suppliers, trade unions
• Work closely with the agency supplier to support effective performance management
• Build effective relationships across Consumer Sales and Consumer when appropriate
• Communicate & engage the team in the BT, Retail and Consumer Sales strategies
• Be a role model for the team by demonstrating effective leadership, positive behaviours, excellence in sales and customer relationships
• Assist in selection, recruitment of the right people
• Effectively induct new members into the team
• Organise the team; ensure attendance patterns, annual leave, training and coaching are all planned
• Maintain good product and systems knowledge
• Take ownership of personal development
• Improve employee engagement
• Responsible for good attendance/sick absence management
• Responsible for a safe and clean working environment e.g. tidy work area, clear desk policy
• Standard responsibilities (people management)
• Recognise achievement and incentivise advisors
• Give regular feedback and coaching to advisors
• Regularly review sales and operational performance with advisors
• Encourage shared learning/best practice across the team
• Keep bay visuals up-to-date
• Brief and engage the team with key messages, in a way that advisors understand and ensuring that advisors know what to do with the information and how to do it
• 5 Key Skills
• Proven track record managing a team of advisors in an inbound and outbound Sales contact centre whilst demonstrating commercial acumen
• Proven track record of strong leadership, effective people management and using various coaching methods to uplift contribution within a sales environment
• Proven track record of robust performance, conduct management and attendance management
• Proven track record of proactively identifying performance trends and applying solutions that achieve a step change in performance
• Proven track record of delivering an exceptional customer experience through minimising customer effort and selling with quality
• 07483 107759
• Must have a HS diploma or GED
• Must be 18 yrs. or older
• 6 months of call canter experience preferred
• 6 months of sales experience required
• Must be flexible and adaptable
• Must be able to work one weekend day
• Training is four weeks Monday-Friday
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Track, document and retrieve information in call tracking database
• May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
• Tolerance for repetitive work in a fast-paced, high production work environment
• Based on location and/or program, additional experience/skills may be required
• Job requirements may vary by country and will not contravene any local laws

Export Customer Care Analyst Resume Examples & Samples

• Receive orders to be shipped from International Distributors and Affiliates and process them in SAP in an efficient, timely, and accurate manner. Determine stock code availability and verify pricing. Configure customer orders (building containers) to best optimize equipment utilization and minimize distribution costs
• Identify and implement plans, in conjunction with Staff Planning, plants, and distribution centers to establish ship date and location that best meets customer requirements
• Along with International Transportation, monitor SAP system and Freight Forwarder tracking tool orders to ensure shipment on a timely basis to meet customer needs
• Develop, analyze, and implement cost reduction strategies for the international business teams
• Ensure all required documentation is provided to the customer, and maintain customer records
• Act as a focal point for all customer inquiries/issues relating to order, price, credit, logistics, customs, damage, shipping, or related items. Work with necessary Halyard teams to resolve issues. Prepare order status reports for customers as appropriate
• Investigate and resolve all international sales adjustments. Issue credits and debits for shipment, price, and other discrepancies
• Process debits and credits to customer A/R accounts
• Coordinate all requirements for customer damage claims, including obtaining the necessary documentation, photos, and product destruction verifications, and working with International Transportation to ensure proper credit is received from our carriers
• Develop and promote interpersonal relationships with the purpose of building a team. Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding
• By employing the Quality Management Process, demonstrate a customer/end-user focus, staying close to customers (internal and external) and determining their needs. Commit to meeting these needs and continually strive to improve
• Establish and maintain internal control within the area of responsibility as required by CFI 07-01, and the Halyard Health Internal Control Plan
• Communicate fully with superiors, subordinates and others who have a need to know. Be informative without being obtrusive or vexatious. Communicate in a way that is timely, yet prompt; complete, yet concise; candid, yet accurate; and clear, yet responsive
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results
• Bachelor’s Degree highly preferred in International Business and/ or Logistics
• 1-3 years of experience in a Logistics or Customer Service function in a non-retail environment
• Understanding of International Logistics
• Intermediate analytical capability and Microsoft Excel data management skills
• Able to build sustainable relationships (internal and external)
• Working knowledge International Trade concepts, i.e. INCOTERMS (preferred)
• Additional language skill highly preferred
• SAP experience preferred

Customer Care Ops Supv Resume Examples & Samples

• Responsible for all vendor scheduling, forecasting and intraday management
• Minimum 4 years of experience for a Customer Services organization
• Minimum of 4 years of experience in call center workforce management experience
• Minimum of 3 years’ experience with a workforce management system (Aspect, Interactive Intelligent etc.)
• Minimum 3 years leadership experience
• 2 years’ experience with Field Operations routing and management tool
• Available to work weekends and evenings to respond to vendors workforce management escalations
• Strong interpersonal and organizational skills
• The flexibility to handle multiple tasks and respond to changing priorities and deadlines
• Broad knowledge of customer service systems
• Ability to manage multiple projects concurrently
• Proficient in the use of Microsoft Office Programs: Microsoft Word, PowerPoint, Outlook, and Excel
• Advanced Excel experience. Knowledge of SQL queries
• Knowledge of SAS
• Knowledge of Service Suite 9.2.1 Applications (Dispatch Application, Workforce Availability and System Administration)

Customer Care Expert Resume Examples & Samples

• Continued learning, understanding, and documentation of customer’s workflows and utilization of Avid products (and interaction with multiple third party products) as needed to develop and maintain appropriate support skills
• Work with the Avid product managers, Technical Marketing Team, engineers and CET to identify, understand, and document developing issues, reproducible bugs and key feature requests
• Maintain logs of all communications relating to technical support issues
• Monitor reseller service performance and assist as necessary to ensure end user satisfaction and problem resolution
• Broadcast news principles: workflow, environment, equipment, objectives, terminology
• Experience working with the Linux shell
• Knowledge of Avid Shared Storage and Asset Management solutions, such as Unity MediaNetwork, ISIS 2000/5000/7000, Media Manager, and Interplay Production
• Knowledge of Avid Media Composer, Symphony, NewsCutter, Pro Tools, or Sibelius software
• Experience with computer networks and infrastructure
• Experience with computer programming
• To have completed and passed 210 Operator Certified Level Training
• Provide telephone and web based technical support, using Avid’s chosen Customer Relationship Management (CRM) suite of support tools
• Act as a respected point of reference for the escalation and management of complex issues to the Engineering teams in accordance with the escalation process
• Interact with management and senior customer personnel on matters which may also require coordination across organizational lines
• Engage in the handover process from the Professional Services Delivery team
• Assist with reseller service performance to ensure that end user satisfaction and problem resolution skills are maintained and/or exceeded
• Build productive internal/external working relationships with 3rd party vendors and OEM’s as part of Avid’s “Open Eco-System” approach
• Assist the sales teams in the promotion of Avid Products and Support Offerings acting in the capacity of Product Expert
• Provide out of hours support on a rotation basis might become necessary
• You must demonstrate in-depth knowledge and experience of at least one set of Avid products (iNews, Interplay, MAM, ISIS etc)
• You must be fluent in at least 2 European languages
• You must have the ability to build relationships quickly with internal & external stakeholders both locally & internationally
• You must show a passion for Avid products & a desire to help customers achieve success is critical
• You must have Technical Support/Product Specialist skills
• You must be able to work to tight deadlines and with minimum supervision
• You must be a good team player, with both adaptability and flexibility
• Comprehensive understanding of broadcast operation (Newsroom, MAM, Editorial suite and production)
• Good educational skills, experience in holding technical trainings as one-on-one or in small groups
• Additional language skills are a plus

Principal Customer Care Expert Resume Examples & Samples

• Follow and develop Avid’s standardised CS practices/processes in analyzing situations or leveraging pre-existing information to solve problems
• Maintain communication with the support team and management in resolving technical problems and/or bringing problems to the organization's attention
• Process RMA’s (Return to Manufacturing Authorisations) where necessary
• Exercise and demonstrate sound judgement to determine the most appropriate action in critical situations
• Use Avid’s shared content systems, such as Avid’s Knowledge Base (KB) to not only help resolve known issues, but also to ensure new solutions to simple and the more complex problems are captured for future reference by others
• Training of Support Staff in basic and advanced Network, Storage, Editor and Interplay and support in conjunction with the Support Manager
• A minimum of 4 years industrial experience either in a video/audio/storage engineering or operational capacity or equal Technical Support/Product Specialist skills
• You must have excellent customer focus & strong communication skills
• Comprehensive understanding of Mac OS and Windows is essential
• Comprehensive understanding of Video workflow
• Comprehensive understanding of Video Post Productions
• Knowledge of servicing Avid audio hardware (system installation, controllers) on-site
• Excellent technical knowledge of Avid products especially in an inter-operational environment (Interplay, Unity and Interchange formats)
• Handles a high volume of customer calls requiring product recommendations, problem resolutions, complaint handling and troubleshooting utilizing in depth product knowledge
• Ensures customer inquiries are handled in a professional and expeditious manner. Maintains effective communication with other individuals and departments as necessary
• Responsible for product training for Customer Care and Insurance departments; maintain and update Customer Care reference material
• Performs other related tasks as required
• 3+ years relevant experience in a call center environment

Kone Customer Care Center Process Associate Resume Examples & Samples

• Receive KRMS Voicelink forms from the front line and enter KRMS contact data into SAP
• Process the KRMS Voicelink forms and then submit to the KRMS phone programmers to verify phone has been programmed
• Receive requests from KONE Customer Care Center alarm agents regarding incorrect site contacts. Contact customer to confirm new contacts, advise front line and enter into SAP
• On a monthly basis generate report from Report Generator of equipment with KRMS Voicelink to check for equipment entries with missing KRMS contacts. Contact customer to confirm contacts, advise front line and enter into SAP
• Provide backup to the KRMS phone programmers and KC3 alarm agents when required
• As new acquisitions are processed, work directly with the local office to ensure that any emergency phone calling KONE has been identified and processed with KRMS contacts
• Using the Tele-opti My Data tool to review and comply with schedule assignments, assigned break and lunch periods
• Ability to speak clearly and understandably on the telephone
• Ability to interact with our customers and service people in a courteous, friendly yet not “chatty” manner
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus
• Be successful on the EEI Customer Service Representative Test battery
• Strong communication skills, both written and oral
• Conflict resolution and negotiation skills
• Analytical skills to accurately examine customer’s situations to provide accurate information and solutions that fit the customer’s needs
• Decision making skills to consider and select solutions that resolve conflict between customers and company
• Adopt and support safety expectations
• Shift work required –includes nights, weekends and holidays
• On-call responsibilities required
• Ensure excellent customer relations by promptly and accurately handling all types of telephone inquires
• Promote a wide variety of Gulf Power products and programs
• Manage company assets through determining deposits, making payment arrangements and maintaining customer records

Take-customer Care & Aftersales Resume Examples & Samples

• Perform data analytics/data mining
• Use database queries and advanced data analysis to find patterns and predict outcomes
• Analyze data, evaluate trends and interpret results
• Compile data, prepare and distribute reports and analyze results
• Convert data into usable information for business decision making
• Develop common processes, re-engineer and streamline work efforts throughout department and other impacted areas
• 5 years of relative professional experience
• Bachelor's Degree in Business, Marketing, eCommerce or similar discipline

Customer Care Project Analyst Resume Examples & Samples

• Responsible for following project management methodology to manage projects. This includes documenting and communicating on risks and issues to drive resolution. This also includes meeting key metrics as identified
• Develops an understanding of distribution, customer service, tech support and field service operational procedures in order to assist in decision making
• Develops innovative solutions to meet business needs
• Ensure end users are involved in defining requirements, testing, and creating the proper procedures and systems at implementation of project
• Exhibits ability to effectively train and educate users on procedures as well as communicate how the implementation ties to department and overall Stryker goals
• Develops and maintains project related training materials
• Participates in departmental or organizational training when necessary to facilitate knowledge transfer of new/changed products, processes or technology
• Coordinates problem resolution with appropriate departments
• Ability to create and use logical step by step procedures to meet job requirements
• Ability to root cause/problem solve as issues arise
• Committed to quality by continuously searching for ways to enhance performance and meeting all training and documentation criteria
• Assist with annual budget preparation, status reports and other related communications
• Ensures compliance with all regulatory and compliance activities within prescribed area
• Accountable for all record-keeping as appropriate and in accordance with Stryker requirements
• Delivers New Hire Training and Vitality Trainings for Customer Care agents and provides feedback on the progress of particular agents to business stakeholders
• Liaises with outsource trainers to deliver standardized training interventions to Dell standards and best practices
• Provides feedback to Coaches, and Trainers as part of the Training/Coaching closed loop process
• Liaises with scheduler(s) to develop quarterly training schedules and delivers/communicates same to the Coach TL
• Prepares & maintains training environment
• Regular and ad-hoc agent performance report gathering and analysis within SFDC, Avaya CMS Supervisor, and Cognos
• Maintenance of master agent skillset and shift roster
• Contact on-point for all issues regarding agent schedules
• Work with Regional and GSC Management to coordinate hourly agent scheduling
• Work directly with agents to ensure 24x7 out of hours coverage scheduling
• Process PTO requests and update records
• Creative and Open Problem Solving - We seek unique and creative solutions to the challenges of our customers, and the industry overall, in a smart, thoughtful, and open manner
• Energy and Effort in our Work Together - We demonstrate a strong work ethic in all that we do; undertaken with passion, a sense of urgency, and a commitment to the tasks we have in front of us
• Personal and Collective Accountability - We accept responsibility in our decisions and actions toward common goals aligned with the needs of our business community
• Adhere to company and individual performance metrics
• Enter information using a computer keyboard
• Minimum of 6 months working with multiple software applications
• Minimum of 6 months of heavy volume phone experience in a customer service/call center
• Classroom instruction led by an experienced Trainer
• Class begins on2-17-2017

Customer Care Sales Representatives Resume Examples & Samples

• High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
• Fluency in Spanish required for LAC agents (preferred)
• Customer Service skills
• Strong listening/comprehension skills
• Mental Acuity
• Confident/Assertive
• Demonstrate a positive attitude

Customer Care Titles Administrator Resume Examples & Samples

• Assists in the conduction of interviews and leads in shadowing sessions
• Opens and maintains dialogues with phone teams, providing and receiving updates on process changes within respective teams. This can be accomplished via presentations/meetings etc
• Provides feedback and coaching to improve on areas that require improvement related to specific Titles desks. IE region desks would provide feedback and coach to region desks etc
• Creates and maintains 1-2 process improvements every year and maintains said Titles processes using documentation and content coinciding with the online knowledge base. SOW’s, spreadsheets, pulled reports etc
• Trains new hires on created and existing processes and their new roles. Trains back-ups for related desks when said desk representative is unavailable
• Communicates and works with 3rd party vendors to ensure processes are completed in compliance within service level agreements
• Research and identify missing and incorrect titles utilizing all VCI and vendor systems. Analyze priority level based on age of account, account type, and risk of repossession. Determine course of action to expedite title replacement, correction, or duplication and process accordingly
• Prepare solutions to title transfer rejections with varying degrees of complexity received from state DMVs and resolve by acting as a liaison with title vendors, service providers, DMVs, VCI Auctions, customers, dealers, and relating areas of VCI and VWoA
• Keep current with specific Federal, State and bank laws, motor vehicle regulations and licensing requirements pertaining to titles, taxes, and registrations and incorporate in the process. Supply necessary documents to resolve and/or process ownership transfers, lien procurement, liability release, duplicate, buyback, balloon loan and repossession title processing
• Provide timely follow-up using various systems for conclusion of title transfers, lien procurement, auction title and sale title release. Respond to all customer, dealer and colleague inquiries pertaining to title processing activities
• Analyze daily title support initiatives and identify trends relating to title transfer rejections; confirm changes through vendor and update related reference material as needed. Prepare solutions ranging from projects to communication campaigns with customers and dealerships
• Audit system batch process daily to ensure accurate file feed to and from title vendor, follow up with appropriate vendor or VCI IT personnel for prompt resolution. Communicate statuses to management and related departments
• Release the interest of VW Credit, Inc. on titles and forward to the appropriate party
• Perform other related duties as required
• Completes daily tasks at respective Titles desk
• Familiar with bank/captive credit company procedures and regulations
• Familiar with motor vehicle regulations, titling and licensing requirements
• 1 to 3 years experience in the automotive field
• Proficiency in MS-Word, PowerPoint, MS-Outlook, Excel, and Business Objects
• Assist on various projects and in various roles across the Department
• Execute other general office duties
• Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
• Build relationships with other interns during the summer
• Support other team members on work duties as needed
• Must possess excellent analytical skills
• Ability to accomplish work assignments under minimal supervision and under tight deadlines
• Working knowledge of Microsoft Word, Excel required
• Proficient verbal and written communication skills with special emphasis on grammar, spelling, and composition

Sup, Customer Care Technical Resume Examples & Samples

• Supervisors are willing to adjust and adapt to all aspects of the business in an ever changing work environment. They will be expected to understand goals, how they are measured, how to reach them, and work with others as necessary to achieve them
• Supervisors are expected to take initiative to support and help the team meet productivity, quality and performance standards,
• Supervisors are expected to proactively learn new information, report customer impacting concerns, think outside the box on customer resolutions and share best practices with others
• Supervisors are expected to participate in interviewing and selection of new team members
• Minimum of 2 years customer service experience, preferably in a technical support and/or call center environment
• Demonstrated excellent verbal and written communication skills along with basic practical math, reading and comprehension abilities

VP of Customer Care & Consulting Resume Examples & Samples

• Oversight of a global Hosting Support team changing the lives of over 4 million customers annually
• Manage a service fulfillment team and design the model for scale
• Form partnerships and relationships to and from Care Center Operations business units, product teams, marketing teams, and other internal partners
• Provide strategic guidance and direction to ensure Go Daddy’s Customer Care Center meets or exceeds all site productivity measurements. Provide evaluations to the SVP of the Customer Care Center regarding services and operational efficiencies
• Identify and develop talent at the manager and supervisor level. Provide feedback to direct reports that facilitate growth and development. Create a pipeline of talent for the future expansion of the Customer Care Center
• Create an employee culture that exemplifies the GoDaddy brand for employees, customers and GoDaddy
• Demonstrate industry leading processes and technology to drive decision making
• Ability to incorporate tools, systems and resources to deliver maximum results for the organization while delivering an extraordinary experience for our customers
• Senior Leadership roles responsible for a significant portion of a contract center organization
• Customer Care Management in a technology based atmosphere is preferred
• Strong mathematical, statistical, analytical, communication and organization skills
• Web Hosting experience and knowledge of applications, programming and platforms is preferred
• Previous experience collaborating with Product and Software Development teams on customer experience improvements
• Self‑motivated; excels in a minimal guidance, high profile position
• Four year college degree or equivalent experience is required
• Resolve customer enquiries, and promote Western Union services
• Provide first-level support for customer complaints
• Document and escalate issues to the relevant department
• Perform special projects, and other duties as directed by the team leader or Operations Manager

Related Job Titles

7 Amazon Customer Service Resume Examples for 2024

Creating a resume for amazon customer service roles requires a focus on relevant skills and experience. We will show you proven examples and give you strong tips to make your resume clear and appealing to hiring managers in the industry. You will learn key areas to highlight, common pitfalls to avoid, and how to present your background in a way that aligns with Amazon's values and needs.

• 06 Sep 2024 - 5 new sections, including 'Positioning your education', added
• 06 Sep 2024 - 5 new resume templates, including Fictional for Amazon Customer Service, added
• 04 Sep 2024 - Article published

  Next update scheduled for 14 Sep 2024

Here's what we see in the best Amazon customer service resumes.

Show Impact With Numbers : Use numbers to show your impact. Look at metrics like customer satisfaction rate , average handling time , first call resolution , and number of tickets resolved .

List Relevant Skills From Job Description : Include skills on your resume that you have and are mentioned on the job description. Some popular ones are CRM software , data entry , Troubleshooting , order tracking , inventory management . But don't include all of them, choose the ones you have and are mentioned in the JD.

Highlight Online Support Experience : Show your online support experience. Phrases like live chat support and email resolutions can make your resume stronger.

use this maybe to have a resume upload button widget 1: yellow Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

widget 2: red / but not serious Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

helpful blue / but not serious Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include.

Amazon Customer Service Resume Sample

Find out how good your resume is.

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Get instant feedback on your resume

Want to know how your customer service resume stacks up? Our resume scoring tool gives you a clear picture of where you stand. You'll get instant feedback on key areas that Amazon and other top employers look for when hiring support professionals.

Upload your resume now for an unbiased assessment. You'll receive a detailed score and actionable tips to improve your chances of landing that customer service role you're after.

Positioning your education

As you prepare your resume for a position in customer service at a major online retailer like Amazon, you should put your education in the right place. If you have recent academic achievements that are significant, such as a degree related to customer service or communication, you can proudly place this at the top of your resume. This shows hiring managers that your latest learning experiences directly equip you for the job.

If your primary qualifications are your experience and work history, then list your education after your professional experience section. Focus on relevant coursework or projects that demonstrate skills beneficial in customer service, such as problem-solving or effective communication. In both scenarios, ensure the education section is concise and highlights the aspects that make you a good fit for handling customer interactions effectively and efficiently.

Use language skills

If you can speak more than one language, highlight this. Amazon appreciates employees who can help a diverse set of customers.

Show any experience you've had with international customers or in bilingual environments. These experiences show you can handle a wide range of customer needs.

Junior Amazon Customer Service Resume Sample

Ideal resume length.

Keep your resume to one page to show you can communicate your qualifications for customer service roles with Amazon succinctly. This helps hiring managers quickly see your most relevant experiences. Less is often more; focus on highlighting your skills with clarity.

Only consider going over one page if you have more than 10 years of experience that directly aligns with this kind of position. In such cases, detail your advanced skills and key accomplishments that showcase your deep understanding of customer service, ensuring the greatest impact on the first page.

Senior Amazon Customer Service Resume Sample

Show customer service skills.

For a customer service job, focus on your experience helping customers directly. List roles that required you to handle customer requests, solve problems, and ensure satisfaction.

Include any customer service training you've done. Specific skills like knowing how to use CRM software or dealing with difficult customers can make you stand out.

Amazon Customer Service with Technical Support Specialization Resume Sample

Fictional for amazon customer service resume sample.

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